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

    … the time the customer comes online. With the advent of location based services, and even more once wearables take hold, people’s offline behaviours are starting to feed into this information pool, but for the most part this is not a huge part of consideration, either because of the product or because of currently limited adoption of technologies…

    Claire Thompson/ State of Digital- 17 readers -
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