Voice of Customer

Voice of customer

Why is the Voice of the Customer (VOC) important?

“There is only one boss – the customer. He can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”  Sam Walton, Walmart

The Voice of the Cusomer enables the business or department to understand what it is our customers (external or internal) really want. We think we know, but 90% of the time, what we think is most important to our customers is not correct.

“Come on guys we need to get these documents out of the door and over to our managers asap. They are waiting for them and can’t do their job without them, speed it up!”

Let’s speak to our customers and ascertain what is most important.

“Of course speed is important as we don’t want to be waiting, but most of the time your team sends us documents that are incorrect and we spend hours correcting them. Accuracy is the most important thing to us. We would be happy for a 24 hour delay if it was correct”.

“We were hitting our KPIs and Metrics, they were the wrong metrics. Let’s focus on accuracy going forward.”

Your customer is happy to tell you that, if you just ask them!

We can organise, facilitate and offer solutions based on VOC Workshops.

This will enable you to decide what the right targets and metrics are for your teams.