Customer Needs

Voice of the customer (VOC) is a term used in business and Information Technology (through ITIL, for example) to describe the in-depth process of capturing a customer's expectations, preferences and aversions. Specifically, the Voice of the Customer 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. Voice of the Customer studies typically consist of both qualitative and quantitative research steps.
Posts about Customer Needs
  • The Customer Journey

    …. What I rarely see in group of SEO/digital experts is the more profound understanding of consumer/customer behaviour from the point of need. Impulse Buying For some products, impulse online purchase is a strong possibility. I, for example, regularly see adverts for dresses, shoes, handbags, furniture that I will click on because they’re beautiful…

    Claire Thompson/ State of Digital- 17 readers -
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