What is the Voice of the customer (VOC) strategy? List and describe its 4 steps
What will be an ideal response?
Voice of the customer (VOC) is a term usually used to describe the analytic process of capturing a customer's expectations, preferences, and aversions. It essentially is a market research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives.
• Listen encompasses both the capability to listen to the open Web (forums, blogs, tweets, you name it) and the capability to seamlessly access enterprise information (CRM notes, documents, e-mails, etc.).
• Analyze This is taking all of the unstructured data and making sense of it. Solutions include keyword, statistical, and natural language approaches that will allow you to essentially tag or barcode every word and the relationships among words, making it data that can be accessed, searched, routed, counted, analyzed, charted, reported on, and even reused.
• Relate After finding insights and analyzing unstructured data, here you connect those insights to your "structured" data about your customers, products, parts, locations and so on.
• Act In this step, you act on the new customer insight you've obtained.
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A. agreeableness B. conscientiousness C. openness to experience D. extroversion
__________ is the ability of an organization to rapidly reallocate resources to new or changing needs.
A. Coordination agility B. Predicted flexibility C. Organizational capability D. Turnover capability
The court decisions in the Borden case clearly show that
A. a manufacturer can charge different prices for different brands of physically identical products as long as the price differentials do not exceed the recognized consumer appeal of the higher-priced brands. B. manufacturers cannot charge different prices for dealer brands and manufacturer brands. C. manufacturers who supply retailers with dealer brands cannot force the retailer to charge consumers the manufacturer's suggested list price. D. products of "like grade and quality" must be offered to all buyers at the same price-even if sold under different labels. E. price fixing is always illegal.
The price at which an option allows you to purchase or sell shares of stock is the ________ price
Fill in the blank(s) with the appropriate word(s).