Voice of the Customer Assignment Example | Topics and Well Written Essays - 250 words

Voice of the Customer - Assignment Example Customer loyalty is yielded by customer satisfaction through improvement of products and processes. Customer loyalty is similar to customer satisfaction since they both participate in bringing new customers and they are a tool an organization can use in fighting competition. However, customer loyalty develops over a long period as opposed to customer satisfaction that is immediate. Voice of customer refers to all the activities undertaken by an organization so that they get the response of their clients so that they can respond to their unmet demands. These activities are continuous since the demands of customers keep changing over time. The tools used for VOC include interviews, surveys observation and field report. These activities differ depending on the kind of product being offered by the organization. It helps the business to identify the necessities of their customers so that they can respond positively to their needs and hence create customer satisfaction and later customer loyalty. A satisfied customer has a high probability of becoming loyal although it is not a guarantee. A satisfied customer who requires the product often can become loyal but if he/she does not require the product often they may not become loyal. Changing needs may also limit a satisfied customer from being loyal to a