Voice of the customer

(noun)

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.

Related Terms

Examples of Voice of the customer in the following topics:

  • The Development of Value-Driven Firms

    • The values of an organization are just as important as the products the organization sells.
    • Listening to Voice of Employee, Voice of Customer, and Voice of Competitor.
    • Voice of Employee will be captured through the Customer Circles and Employee Value Add, and the Voice of Customer and Voice of Competitor will be captured by Customer Value Added (CVA).
    • Becoming customer centered with CVM starts by identifying the target customers and securing their vision of the ideal outcomes from doing business with the company.
    • Your knowledge includes: customer demographics, the importance of perceived costs and benefits to your customers, and how well you're doing in these areas compared to the competition.

  • Identifying Product Benefits

    • Identifying product benefits involves finding out what the customer really wants and needs, not just listing a variety of product features.
    • Profitable products must align the need of the consumer with the benefit of the product.
    • 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.This is the type of research that marketers need to perform to find out what their customers really perceive as benefits.
    • Is it representative of the entire customer base or just an outspoken minority?
    • Ability to predict: Can it project the future behaviors of the customer based on their satisfaction?

  • Avoiding Passive Voice

    • In writing, the passive voice is when the grammatical subject of the verb is the recipient (not the source) of the action denoted by the verb.
    • For example, "the changes were recommended by the consultant" is an example of the passive voice.
    • The active voice keeps the focus of the sentence on the action.
    • In business writing, the use of the active voice is important to get people to answer a call to action.
    • Using the passive voice in your writing can obscure the meaning of your message.

  • Types of Motion

    • There are four types of contrapuntal motion between two musical lines.
    • Differentiating these four types of motion is essential to generating good voice-leading, both strict and free.
    • In parallel motion, two voices move in the same direction by the same generic interval.
    • For example, the following two voices both move down, but the upper voice moves by step while the lower voice moves by leap.
    • In oblique motion, one voice is stationary, while the other voice moves (in either direction).

  • Active Voice vs. Passive Voice

    • Passive voice is the opposite of active voice, so sentences in passive voice tend to follow the reverse pattern of object–verb–subject, and the word "by" often shows up between the verb and the subject:
    • Here, the passive voice emphasizes "Shakespeare," the most important part of the sentence.
    • The passive-voice construction of this sentence emphasizes "Jamey" more effectively than the active-voice equivalent.
    • Active voice: The landlord expects the rent check on the first of the month.
    • The majority of your sentences should be in active voice.

  • Vocal Ranges

    • Most voices can be assigned one of these four ranges, and this gives the composer four vocal lines to work with, which is usually enough.
    • The ranges of the four voices overlap, but singers may find themselves straining or getting an unpleasant sound at the top or a weak sound at the bottom of their ranges.
    • So although the full ranges of an alto and a soprano may look quite similar, the soprano gets a strong, clear sound on the higher notes, and the alto a strong, clear sound in the lower part of the range.
    • The names for some of these ranges are:
    • Voices are as individual as faces; some altos will have a narrower or wider range, or the sweetest and most powerful part of their range in a different place than other altos.

  • The Sentence

    • In basso continuo style, if the chord is properly voiced (correct pitch classes and correct doublings), two key principles of voice-leading will ensure good counterpoint between the voices most of the time:
    • Strict keyboard-style voice-leading involves the composition of two primary musical lines—the melody and the bass line.
    • Those are the goals of strict keyboard-style voice-leading.
    • Generally speaking, when ti appears in an upper voice of a dominant-functioning chord, it should be followed by do in the same voice upon change of function (to T, Tx, or S).
    • Likewise, when le appears in an upper voice of a subdominant-functioning chord, it should be followed by sol in the same voice upon change of function.

  • Developing Your Voice as a Writer

    • Even while following the rules of content and style, you can develop your own unique voice.
    • "Voice" refers to elements of the author's tone, phrasing, and style that are recognizably unique to her or him.
    • The best way to develop voice is to keep writing and to think about what kind of writing you like.
    • These are the choices that will eventually become markers of your authorial voice.
    • You should maintain the distinctive elements of your voice and style in the academic context.

  • Composing in Basso-Continuo Style

    • (See m. 1 of the example below.)
    • (See m. 4 of the example below.)
    • If the figure is 6/3 and the bass is a variable scale degree (mi/me, la/le, or ti/te) or a chromatically altered pitch, double one of the upper voices at the octave or unison.
    • In basso continuo style, if the chord is properly voiced (correct pitch classes and correct doublings), two key principles of voice-leading will ensure good counterpoint between the voices most of the time:
    • The law of the shortest way (a term coined by composer Arnold Schoenberg): move each voice as little as possible.

  • Telemarketing

    • Telemarketing is a method of direct marketing where a salesperson solicits prospective customers directly, usually over the phone.
    • "Robocalling" is a form of voice broadcasting that is most frequently associated with political messages.
    • The first call (or series of calls) determines the customer's needs.
    • The final call (or series of calls) motivates the customer to make a purchase.
    • The qualification process is intended to determine which customers are most likely to purchase the product or service.