A systematic approach to listening to customers and organizing their feedback can improve business strategy and uncover opportunities.
Today’s companies are directing more attention to the customer experience. You may be wondering: How can my organization and I use the “Voice of the Customer” (VoC) to make product decisions? Where could it help in product management processes? Who should own VoC? How can we use it to make consistently aligned strategic and tactical decisions?
A great place to start is by customizing a “customer journey.” Journey mapping can lead to an effective framework used by customer-driven corporations, and can be used to capture and analyze the holistic VoC.
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