What is Voice of the Customer (VoC)? Definition, Benefits & Strategies

Defines Voice of the Customer (VoC) as a research methodology that captures and analyzes customer feedback across every stage of the customer journey, combining direct feedback (surveys, interviews), indirect feedback (social media, reviews), and inferred behavioral data. Outlines how VoC programs impact four business metrics: customer acquisition cost, cost to serve, customer spend, and churn reduction.