What Is Voice of the Customer?
What Is Voice of the Customer?
A research methodology that captures customer expectations, preferences, and pain points through reviews, surveys, interviews, and feedback analysis. In review management, the Voice of the Customer approach uses the language and themes found in reviews to improve products, services, marketing messaging, and the overall customer experience. Businesses that systematically analyze their reviews for patterns gain actionable insights that competitors miss.
Related Terms
Customer Experience Management
The practice of designing, managing, and optimizing every interaction a customer has with a business...
Sentiment Analysis
The use of natural language processing and text analysis to determine the emotional tone and opinion...
Customer Feedback Loop
A structured process for collecting customer feedback, analyzing it for patterns, implementing impro...