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The voice of the customer (VOC) is the collective set of information about your actual or potential customers. They communicate with you in a myriad of ways. An effective VOC strategy captures that information and puts it to use.
This overview module is intended to help frontline team better understand their role in gathering customer data. It also provides them with a way of gathering information on their internal customers.
This video is a narrated PowerPoint presentation from our Lean Training System. It covers the basics of using the 'Voice of the Customer' to make sure your products and services meet their needs. It covers this topic from the perspective of Lean team members supporting the marketing team.