When a customer is dissatisfied with the overall experience of purchasing a product or receiving services from an organization, the business is highly likely to suffer a huge amount of loss in the future. It is crucial for service providers or manufacturers to find out the customer experience using various ways, such as feedback through surveys, interviews, observations, etc.
VOC (Voice of the Customer) is an organized practice to figure out the customer needs and integrate it as an integral part of the system. The benefit of incorporating the VOC tool into the existing system is that every customer feels honored and special, which inevitably encourages them to do more business with you.
There are several ways to gather the voice of the customer..
http://sixsigmafocus.com/2017/07/18/know-customer-better-voc/
