Definition
A systematic practice of collecting and synthesizing direct customer feedback to inform product, marketing, and pricing decisions.
Why it matters for growth
VOC keeps decisions grounded in what customers actually say and do, rather than internal assumptions about what they want.
Example
A team tags every support ticket and sales call objection by theme, discovering that pricing confusion, not missing features, is the top blocker to closing deals.
FAQ
- What is Voice of Customer (VOC)?
- A systematic practice of collecting and synthesizing direct customer feedback to inform product, marketing, and pricing decisions.
- Why does Voice of Customer (VOC) matter for growth?
- VOC keeps decisions grounded in what customers actually say and do, rather than internal assumptions about what they want.
- What is an example of Voice of Customer (VOC)?
- A team tags every support ticket and sales call objection by theme, discovering that pricing confusion, not missing features, is the top blocker to closing deals.