What Is Voice of Customer? And Do You Know Yours? [HubHeroes, Video EP93]
This episode of HubHeroes has been a long time coming, and I’m buzzing with excitement that we’re finally tackling it. George and I are pulling back the curtain on a topic that’s near and dear to both of us — the Voice of Customer (VOC). But let me tell you right off the bat, this isn’t just another chat about collecting feedback for the sake of ticking a box.
We’re diving into what it really means to listen to the people who matter most to your business — your customers. We’re talking about understanding the humans behind the data, the real-life individuals whose voices should be shaping your decisions, your strategies, and your brand’s future.
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Here’s the deal: if you’re still thinking of your customers as just data points or as names on a spreadsheet, you’re missing the mark. This episode is all about flipping that mindset. It’s about realizing that your customers aren’t just a source of feedback; they’re your partners in growth. George, Max, and I are excited to share our insights and practical tips on how to leverage VOC in a way that truly benefits your business and your customers alike.
So, if you’ve ever wondered how to make your customers feel truly heard, or if you’re looking to take your customer experience to the next level, this episode is a must-listen. Get ready to change the way you think about customer feedback, because when done right, the Voice of Customer can be the most powerful tool in your marketing and business strategy arsenal.
Keywords
voice of customer, customer feedback, customer insights, customer engagement, customer experience, VOC strategy, customer-centric approach, human-centered marketing, inbound marketing, customer journey, social listening, product development, customer advisory boards, customer satisfaction, customer loyalty, survey tools, proactive customer service, customer relationships, brand loyalty, customer retention, customer trust, feedback loops, customer behavior, data-driven decisions, customer advocacy
What We Cover
The Heart of VOC: George kicks off the conversation by passionately reminding us that the Voice of Customer isn’t just a corporate buzzword; it’s about truly listening to the humans behind the data. It’s about recognizing that when we refer to “customers,” we’re talking about real people with real needs, dreams, and frustrations.
Capturing vs. Acting on Feedback: We break down the critical difference between simply capturing customer feedback and actually acting on it. George shares his frustration with companies that collect feedback but fail to implement changes based on that data. We discuss the importance of not only listening but also using that feedback to drive tangible improvements in products, services, and customer experiences.
Real-World Examples & Best Practices: We delve into how brands like Apple and Starbucks use VOC to tailor their products and services to customer needs. But we also emphasize that VOC isn’t just for the big players. Small and medium-sized businesses can (and should) implement VOC strategies that fit their scale, focusing on quality insights over sheer quantity.
Building with Customers, Not for Them: Max adds another layer to the discussion by emphasizing the importance of giving customers a “seat at the table” during the decision-making process. It’s about moving away from a top-down approach and instead building with your customers, ensuring that their voices are heard before major decisions are made.
Practical VOC Strategies for All Businesses: Whether you’re a small business owner or part of a larger organization, we explore various methods for gathering and utilizing VOC data, from surveys and social listening to customer advisory boards and direct feedback channels. The key takeaway? You don’t need a massive budget or a dedicated team to start listening to your customers; you just need to start.
Common Pitfalls & How to Avoid Them: We also address the common mistakes companies make with VOC, such as avoiding feedback due to fear of criticism or not having clear goals for their VOC efforts. We discuss how to overcome these challenges and use VOC to foster stronger, more genuine relationships with customers.
And so much more ...
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