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.