Question

1. Define the "voice of the customer." What are some of the key approaches to gathering customer information?

Answer 1

Ans: For a company to success and to achieve its goals customer plays a vital role knowingly or unknowingly. Customers are the ones who buy a product and review it. So, the voice of customer defined as the requirement or needs of the customer. By using the voice of customer it helps to reach the business to the next level and it eliminates the risk factors which are involved in a business.

Here some points on how to gather customer information as follows:

• Firstly we need to understand the customer point of your view. Every customer is different from others.

• Need to analyze the customer on what medium they comfortable in for asking the information for example through phone or else emails etc.

• Nowadays everyone is very much familiar with social networking. We can send or collect data through emails from customers, that helps us in determining on what point the customer is looking at.

• Another best way to collect information from customers is having a communication face to face it helps in knowing customer perception much better.

Hence, the voice of the customer is an ongoing process, that helps to increase the quality of business or organization.