No matter what a business might be selling; whether it’s a product or a service, a product or merchandise – it’s going to be bought by a customer at the end and customers only buy when they feel the need to. A lot of sales experts will tell you about how customers will buy something which has a story behind it, thus giving it value but that’s only the case when a professional sales operative is working his or her charm on a customer individually. Instead of tricking customers into spending, businesses can simply sell them better products.
There are many decisions that need to be made in any kind of a business that will determine what their next step should be but only the smartest businesses will keep their customers on board with their progress and growth. At the end of the day, the customers are what the business serves and even if the business is focused on growth more than anything else, they still need to make sure that their customers keep buying and generating revenue.
There are many ways to get customer feedback on your products but simply sending a company representative with freebies and an interviewing mic isn’t always the best idea since interviewer biases can make any feedback non-productive. A VOC strategy is a better way to get your customers to talk a little more honestly about how they feel about certain products, why they buy them and what could improve.
Unlike interviews and surveys by themselves, a VOC strategy entails that customer insights are picked from various sources and decisions are made after carefully analysing all the information so that the end result is one that can help a business determine how to generate more revenue and retain customer loyalty.