The Voice of the Customer: A Successful Way of Working

Keep it Lean and Listen

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The principle is simple enough: customers talk, companies listen. That’s how successful businesses not only survive but thrive.

Voice of the Customer programs, or VOC as they’re known in corporate circles, reveal unfiltered truths from the people who keep businesses afloat. At the heart of this approach is what some call Transformational Listening — not the perfunctory kind where you nod while thinking about your lunch plans, but genuine absorption of what customers are trying to tell you.

The stakes are considerable.

Understanding Transformational Listening

Transformational Listening requires you to move beyond words to understand intent, pain points, and desires. While conventional listening merely touches the surface, Transformational Listening captures what remains unsaid and connects with the customer’s authentic experience.

In business terms, it’s the difference between collecting feedback and absorbing experiences.

Enhancing Customer Insights

VOC programs are designed to capture and comprehend customer feedback that informs strategic decisions. As a business owner, one of the most…