What is the voice of the customer (VOC)? Name at least 3 organizations that use and apply VOC information? List and describe the major listening and learning approaches used to gather the voice of the customer information. What are the disadvantages and advantages of each?

The term Voice of the Customer describes the feedback of customers related to the experiences and the expectation of the services and products. The focus of the Voice of the customers is on the needs, product improvement, understandings, and expectations. Now the customers are becoming more demanding and brands are required to be improved up to the customer expectations (Qualtrics. com, 2019).

The Voice of the Customer (VOC) program employ the process of a closed loop. Some of the organizations are practically implementing the strategy of Voice of the customer and the companies include Well Fargo, BP, and Volkswagen (Surveygizmo. com, 2017). Often, the method used to collect information related to the listening and learning approaches is tactical methods that identify the requirements and needs of the companies. 

The data can be collected for several touch points that are associated with the service inquiry, customer product, actual sales transaction, warranty services, and the customer service contact (Surveygizmo. com, 2017). The VOC data is collected by two basic processes where the first process is the reactive data collection related to the customer complaints, feedback, and the compliments of the customers about the services (Qualtrics. com, 2019).

The Six Sigma deployment also enables the voice of the customer that can be improved for the overall competitive values proposition. The strategies improve the profitability and increase in the share market (Surveygizmo. com, 2017). The strategic approaches are essentially required for the deployment of Six Sigma and the importance of VOC data increases sufficiently. The Voice of the customer is a strategic program that is related to customer satisfaction with the services (Business. criticize. com, 2017).

The social media monitoring and observing as it empowers gathering important data about prospects of the users as well as customers (Surveygizmo. com, 2017). Information from social listening furnishes the data with a solid base for the statistical surveying. It is really a sounder wellspring of client bits of knowledge than some other investigation, like center gatherings or studies (Surveygizmo. com, 2017).

 Since individuals share data about their inclinations or opinions on items and administrations deliberately. Accordingly, they are straightforward in their perspectives distributed on their web-based life profiles. The disadvantage is that the optimized outcomes for the marketing strategy have a special focus on the channels that is mainly due to valuable customer insights (Surveygizmo. com, 2017).

References

Business. critizr. com. (2017, 06 31). The 5 reasons to measure customer satisfaction. Retrieved from business.critizr.com: https://business.critizr.com/en/blog/the-5-reasons-to-measure-customer-satisfaction

Pcimag. com. (2000, 07 01). Answering Questions About ISO 9000: 2000. Retrieved from www.pcimag.com: https://www.pcimag.com/articles/84404-answering-questions-about-iso-9000-2000

Qualtrics. com. (2019). What is Voice of The Customer (VoC)? Retrieved from www.qualtrics.com: https://www.qualtrics.com/experience-management/customer/what-is-voice-of-customer/

Surveygizmo. com. (2017, 05 27). Top 5 Benefits of a Voice of the Customer Program. Retrieved from www.surveygizmo.com: https://www.surveygizmo.com/resources/blog/top-5-benefits-of-a-voice-of-the-customer-program/