Voice of the Customer

A Voice of the Customer (VOC / #VoiceOfTheCustomer) is a business process that objectively matches the selling & marketing of a business to the insights, understanding and delivery of its customers.

If there's alignment - that's good & can be maximised.

If there's a gap or a mismatch, these takeaways provide the opportunity for a business to review & reset some of its sales & marketing actions.

Ultimately, it’s the insights & feedback from the market that is of huge value & can help businesses, their customers & the market.

And it’s not intrusive.

For a customer, a Voice of the Customer demonstrates that a business is seeking feedback from partners to ensure they are providing the right products, in the right way, while still learning along the way.

A VOC should carry a lot of weight in strategic planning. A great product can still fail without the commitment & buy-in of a customer, their sales teams, their stores or platforms. Circumventing these is possible, but success is far easier with good alignment through the chain.  

QQM provides a Voice of the Customer that should be the starting point of any business & commercial strategy review, gathering useful insights and providing the opportunity to future-proof an organisation.

QQM is a strategic marketing consultancy that supports business strategy beyond tactics for sustainable growth. Make the most of your marketing opportunities.