VOICE OF THE CUSTOMER
Voice of the customer (VOC) is a term used to describe the process of capturing a customer's qualitative experiences and feedback, organizing the content into categories for analysis, and then analyzing and acting on feedback based on relative importance and sentiment. The term has recently gotten additional attention as leading companies have begun using text mining and text analytics to automate the capture and analysis of "voice of the customer" content from the Web, CRM, and survey sources.
Voice of the Customer is part of Business Exchange, suggested by Sid Banerjee. This topic contains 390 news and 128 blog items. Read updated news, blogs, and resources about Voice of the Customer. Find user-submitted articles and reactions on Voice of the Customer from like-minded professionals.
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Most Active Articles in this Topic
If you are experiencing a social media crisis with your business, it can either devastate you or...
compukol.com. Added on December 6, 2012
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As we prepare to welcome in 2013, I took a look back at 2012. It’s been a fun year for Temkin Group...
experiencematters.wordpress.com. Added on December 31, 2012
As you’ve probably noticed, our research is full of rich data from companies and consumers.
experiencematters.wordpress.com. Added on December 26, 2012