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!”