It’s O.K. if you find yourself questioning what the Voice of Customer really is. Sure, it has “voice” and “customer” in it. Naturally, most people would assume it’s simply a company’s effort at monitoring their customers’ experience with their product or service.
Now, this is definitely one part to it… but there is so much more!
The Voice of Customer should focus on “closing the loop” by going through all the steps of the process presented below and showing the customer that their concerns really do matter.
https://blog.userlane.com/voice-of-customer-collection-plan-for-customer-success-managers/
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