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 Customer 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.
Let’s speak to our customers and ascertain what is most important.
“Of course speed is important, 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.”