A key aspect of optimizing your customer experience is creating a consumer-centric mindset both in your organization and throughout the buying process. Doing this well requires listening to the way consumers are talking about your brand and its products or services, as well as their needs and requirements, commonly referred to as the voice of the customer, or VOC.
In order to better understand how to use VOC and the types of feedback that your customers are providing, let’s divide it into three unique aspects, each with their own distinct attributes and value to an organization. In the work I do with clients at Yes&, all three of these facets are used to form a cohesive picture of what a customer needs, what their experience has been and how they are feeling about a brand.
https://www.forbes.com/sites/forbesagencycouncil/2019/01/11/understanding-the-three-facets-of-the-voice-of-the-customer-voc/
A relentless focus on the customer is not just an important strategy, it is mission-critical for companies to survive in today's retail climate. When it comes to delivering the best customer experience, it is what is on the inside that counts: the retailer's people and its company culture. So, how is a customer-centric company culture built? Experts agree that a customer-driven culture results organically when employees individually and collectively prioritize customer needs above all else. Ultimately, being customer-centric requires a work environment where employees fully embrace the core values of empathy and servant leadership.
Recently, McKinsey & Co. studied the relationship between customer centricity and revenue growth. They concluded customer impact — the empathy to recognize and act upon the needs of customers — led all leadership competencies. Not only that, but the degree of customer impact also correlated with respondent company revenue growth. While the customer may not always be right, they are certainly always valued in high performing organizations.
https://www.retailcustomerexperience.com/blogs/how-to-deliver-a-customer-experience-that-is-second-to-none/