What Is the Voice Of The Customer?

The meaning of VOC as customer voice has evolved from a narrow sense to a broad sense, and the use of customer voice has also expanded from a specific field to a generally broad field.

VOC

(Customer voice)

Right!

The meaning of VOC as customer voice has evolved from a narrow sense to a broad sense, and the use of customer voice has also expanded from a specific field to a generally broad field.

Chinese name

Voice of the customer

Foreign name

VOC

VOCThe meaning of customer voice has evolved from a narrow sense to a broad sense, and the use of customer voice has also expanded from a specific field to a generally broad field.

What is Voice of the Customer? It is a series of tools, methods, and technologies that allow Six Sigma's improvement team to systematically collect and analyze customer needs and how customers value those needs. Understanding the needs of customers and how they are evaluating them shows the Six Sigma improvement team what external customers value most. This information can be used to identify and implement lean Six Sigma improvements.

Quantitative analysis of "Voice of the Customer" divides customers into market segments with many parts based on relevant demographic criteria. Average

VOC started as part of the company's implementation of Six Sigma standards. Six Sigma is a comprehensive standard for eliminating defects in any process, initially used in manufacturing and product engineering, and then extended to product design and customer service. (Elementary "six sigma" is a statistical term that represents six standard deviations and is used to

The emergence of blogs-blogs-gives VOC a new meaning. Through weblogs, customers can express their concerns and publish and disseminate their "

Six Sigma and Net promoter were introduced into Thermo Electron at the same time. The company's team used the six sigma method as the benchmark and used these two standards for process performance improvement (PPI) for 10 years. Headquartered in

Role change

VOC has penetrated into all procedures and projects in customer-centric enterprises, which may cause changes in corporate cultural goals. In this sense, VOCs have a broader role than Six Sigma and tend to focus on the inside. Under the guidance of Six Sigma Black Belt, Honeywell's project has changed from Six Sigma to customer voice in more than 3 years.

Honeywell regards the customer feedback system of the entire enterprise as a customer voice / market voice (VOC / VOM) system. It provides a central knowledge base for international customer surveys and market surveys in 7 languages. Today, Honeywell has significantly improved measurement, management, and improved ACS customer experience and basic Six Sigma methods. Driven by qualitative and quantitative customer feedback and market intelligence, Honeywell's knowledge base, analysis theory, and measures taken have brought tremendous value to the enterprise. Among the VOC / VOM items:

· Provide company-wide memory;

· Support learning and continuous improvement throughout the company;

· Help coordinate the implementation of measures across the enterprise;

· Deliver tactical and strategic insights that impact the company's brand, competitive advantage, internal and external communications.

Since the introduction of the first common use in 2005, the meaning and use of CEM has evolved and expanded on its own. Today, many CEM industry professionals have pre-proved that VOC is the key to CEM injection. Listening to and acting on the customer's voice is a true differentiator for world-class customer-oriented companies to achieve customer experience-driven profit growth.

VOC (voice of customer) customer voice. A concept in TQM (total quality management) .