Voice of the customer: understand the consumer's real need
Posted: Thu Jan 23, 2025 5:14 am
Also known by the acronym VoC, voice of the customer is a research method used by companies, industries and marketing departments. It encourages the collection of customer feedback and perceptions .
Therefore, this concept can guarantee good results for strategies. Some data from interviews conducted with company leaders prove this. See:
72% of companies believe that one of their main priorities is to improve the customer experience ( Zoominfo );
77% of leaders recognize that investments to improve customer service are viable and worthwhile ( Zendesk CX Trends 2023 );
80% of leaders focus on increasing budgets that prioritize customer service ( Zendesk CX Trends 2023 ).
Therefore, in the leaders' view, the strategy allows them to analyze feedback, absorb trends and preferences based on people's real behaviors and needs .
This way, companies will have valuable information to develop increasingly better processes and make more accurate decisions , whether in marketing, product and service development or customer success .
How can the voice of the customer benefit your business?
How the voice of the customer can benefit your business
Understanding your customer’s desires and kenya whatsapp data wants isn’t just effective for their experience. The business strategy as a whole can also benefit from an interesting upgrade.
Therefore, the numbers also show the relevance of the voice of the customer for companies. The Aberdeen Group report, entitled “ The Business Value of Building a Best-in-Class VoC Program ”, provides some interesting data on the results of applying the method:
55% higher customer retention rates ;
23% reduction in customer service costs ; and
Revenue almost 10x higher year-over-year.
Based on this data, VoC represents an excellent strategy for understanding customer preferences and expectations about a product or service. Consequently, it allows for financial and operational benefits.
According to Neil Patel , most businesses still focus on acquiring new customers, even though it costs up to 7 times more . So working on improving your customer retention rate is a great way to increase profitability.
Therefore, this concept can guarantee good results for strategies. Some data from interviews conducted with company leaders prove this. See:
72% of companies believe that one of their main priorities is to improve the customer experience ( Zoominfo );
77% of leaders recognize that investments to improve customer service are viable and worthwhile ( Zendesk CX Trends 2023 );
80% of leaders focus on increasing budgets that prioritize customer service ( Zendesk CX Trends 2023 ).
Therefore, in the leaders' view, the strategy allows them to analyze feedback, absorb trends and preferences based on people's real behaviors and needs .
This way, companies will have valuable information to develop increasingly better processes and make more accurate decisions , whether in marketing, product and service development or customer success .
How can the voice of the customer benefit your business?
How the voice of the customer can benefit your business
Understanding your customer’s desires and kenya whatsapp data wants isn’t just effective for their experience. The business strategy as a whole can also benefit from an interesting upgrade.
Therefore, the numbers also show the relevance of the voice of the customer for companies. The Aberdeen Group report, entitled “ The Business Value of Building a Best-in-Class VoC Program ”, provides some interesting data on the results of applying the method:
55% higher customer retention rates ;
23% reduction in customer service costs ; and
Revenue almost 10x higher year-over-year.
Based on this data, VoC represents an excellent strategy for understanding customer preferences and expectations about a product or service. Consequently, it allows for financial and operational benefits.
According to Neil Patel , most businesses still focus on acquiring new customers, even though it costs up to 7 times more . So working on improving your customer retention rate is a great way to increase profitability.