BUSINESS SYSTEMS
Voice of the Customer (VOC)
Know Your Customer —
Grow Your Business
VOC is ideal for new product and service development or business process re-design.
There is no one, monolithic Voice of the Customer (VOC). Customer voices are diverse. In consumer markets, there are a variety of different needs. Even within B2B there are multiple customer voices (e.g., end-user versus distributor). This applies to industrial and government markets as well. There are even multiple customer voices within a single organization: the voice of production, procurement, maintenance, etc. These diverse voices must be considered, reconciled and balanced to develop a truly successful product, service and business.
WVMEP talks with your current customers and potential customers. We talk with your competitors' customers. The customers' basic needs are identified and, in turn, WVMEP helps you determine how that need can be satisfied.
Fundamentally, the objective is to understand how satisfying a particular need influences the purchasing decision.
To learn more, call us at 800.MEP.4MFG (800.637.4634) or 304.293.3800, or contact us.