Increasing Your Company’s Flexibility and Adaptability with a Voice of the Customer Process

<p><span style="font-weight: 400;">There are valuable opportunities for growth based on customer feedback, but too often companies just aren’t listening to what their customers are saying.  In today’s episode, Thom Singer and Craig Brown interview Samantha Ziesel, expert on Voice of the Customer and the importance of listening to your customers and changing your company based on their feedback.  In this new pandemic world, it is more important than ever to understand and respond to your customers' needs, and Sam explains why as she defines the VoC process, highlights it’s benefits, and explains how</span> <em><span style= "font-weight: 400;">every</span></em> <span style= "font-weight: 400;">job has a critical element of customer satisfaction to it.</span></p> <p> </p> <p><span style="font-weight: 400;">On today’s podcast, you will learn:</span></p> <p> </p> <p><strong>Defining and capturing the Voice of the Customer process</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">VoC is a business and technology term for the process aimed at capturing your customer’s expectations and experiences working with you as their supplier</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">VoC offers better insight and a snapshot of reality of your customers expectations and bridges the gap between engineers and market research </span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">This process overcomes some of the silos that are commonly found in organizations </span></li> </ul> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">VoC doesn’t reflect a pinpoint in time, it’s a continuously evolving journey that must be continuously acted upon</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">If appropriate action isn’t taken immediately, VoC can become a negative experience </span></li> <li style="font-weight: 400;"><span style= "font-weight: 400;">Companies have to be agile and willing to change based on customer fee