Insight Report

Voice of the Customer (VOC)

Enhance Quality by Capturing Stated, Implied, and Silent Needs

Enabling deep customer relationships should be a top priority for every organization. Companies must therefore develop a rich toolbox of methods for listening to the stated, implied and silent needs of the customer as well as diverse approaches for organizing and prioritizing the information they discover.
Do you know how to create deeper customer relationships by listening to the Voice of the Customer? Download this first in a series of free Insight Reports dedicated to the Voice of the Customer and find out.

Discussion in this Insight Report includes:

  • the difference between stated, implied and silent needs
  • the best tools and methods for each type of need, and
  • the most innovative tools for the next-generation Voice of the Customer.

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