Hearing Aids

摘要

Most organizations understand the value of the voice of the customer (VOC). Investments in capturing VOC and related customer experience data have grown steadily from the early 1980s to the present. Today, hundreds of organizations regularly conduct surveys and focus groups, solicit comments and complaints, scour social media and gather data from other sources. The expectation is that insights drawn from VOC sources will enable these firms to prioritize, focus and drive customer experience improvement efforts.