Getting the most out of voice of the customer data

Nigel Howlett

Applied Marketing Analytics: The Peer-Reviewed Journal, 2016, vol. 2, issue 2, 127-132

Abstract: This paper aims to set out how voice of the customer (VoC) is playing an increased role in ensuring an optimum user experience and how it is being adopted globally by both the private and public sectors. The author will look at some of the opportunities and challenges facing its adoption and how new technologies are opening up new capabilities for organisations using VoC to improve their customer experience.

Keywords: voice of the customer (VoC); customer satisfaction; customer experience; data; analytics; information retrieval (search for similar items in EconPapers)
JEL-codes: M3 (search for similar items in EconPapers)
Date: 2016
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Persistent link: https://EconPapers.repec.org/RePEc:aza:ama000:y:2016:v:2:i:2:p:127-132

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