{"id":8020,"date":"2022-11-27T08:07:13","date_gmt":"2022-11-27T08:07:13","guid":{"rendered":"https:\/\/www.britopian.com\/?p=8020"},"modified":"2023-10-18T08:49:20","modified_gmt":"2023-10-18T08:49:20","slug":"voice-of-the-customer","status":"publish","type":"post","link":"https:\/\/www.britopian.com\/data\/voice-of-the-customer\/","title":{"rendered":"The Voice of the Customer: More Than Just a PowerPoint Slide"},"content":{"rendered":"
If I ask you, “How do your customers feel about your brand?” would you be able to answer quickly and with confidence? Probably not.<\/p>\n\n\n\n
Why this matters:<\/strong><\/p>\n\n\n\n The internet moves wicked fast. Billions of videos, conversations, texts, comments, forum threads, and social mentions happen every minute. And many times, your brand is at the center of these conversations. But do you know where they are happening or what they are saying? Do you fully comprehend the voice of customer?<\/p>\n\n\n\n If you don’t, keep reading. If you do, keep reading anyway.<\/p>\n\n\n\n The voice of the customer (VoC) is the collective narrative of how your customers feel about your brand. It’s what they say publicly about your product, service, executives, employees, and everything you do in the market. It’s the emotions they feel when they pass by your product in the mall or while scrolling through their newsfeeds.<\/p>\n\n\n\n Gartner<\/a> defines it more as a methodology for capturing, storing, and analyzing customer data. The voice of the customer isn’t just about gathering data, though. It’s also about understanding how customers perceive your brand and why they think the way they do. More importantly, it’s how you use customer data to make better marketing decisions or fix something that might be broken.<\/p>\n\n\n\n If that isn’t enough to convince you, data from the Aberdeen Group<\/a> show that the top 20% of brands who use the voice of the customer data had 9.8x more revenue YoY than those that don’t. <\/p>\n\n\n\nWhat is Voice of the Customer (VoC)?<\/h2>\n\n\n\n