Question

1. When we speak about understanding the “voice of the customer” what is meant by determining “target characteristics”? What other information or data could be included in an organization’s VOC? Why is a VOC considered a dynamic system?

Answer 1

Determining the target characteristics of the voice of the customer provides an opportunity to the company to understand and anticipate the user behavior, needs, and experiences. Determining the target characteristics will help the companies in lower customer care costs, improve response times, and improve annual revenue by ten times. So it is very important for the companies to give importance to capturing the voice of the customer. The data that can be considered to study VOC are the customer requirements, Customer emails, defect logs, social media comments, customers feedback, and focus groups. VOC is considered a dynamic system because it is mainly targeting the customers. The customers and their needs keep changing so the system cannot have a fixed or specific process to follow. The steps involved and the process need to keep changing in order to meet the business requirements.