A formal "voice of the customer" (VoC) program is a structured approach to capturing customer feedback and translating it into business improvements.
* Formal VoC Program:
* Structured Approach: Involves systematic collection, analysis, and action on customer feedback.
* Comprehensive Coverage: Engages customers through various channels to gather diverse and actionable insights.
* Commitment to Improvement:
* Continuous Feedback Loop: Demonstrates a commitment to using customer feedback as a driver for continuous improvement.
* Integration with Business Processes: Feedback is integrated into strategic planning and operational processes.
* References: Industry standards and quality management practices emphasize the importance of formal VoC programs in achieving customer-centric business improvements.