Did you know Zara doesn’t spend a penny on marketing?

And yet, it has the most loyal customer base.

– But, why?

Well, one thing that Zara does is, it knows what to focus on and how to make its customers happy. That’s why they take customer feedback SERIOUSLY.

And that’s where VOC comes into the picture.

So, what is VOC?

Voice of Customer (VOC) – Brief
Customer feedback is crucial for any business’ growth. And a VOC program helps businesses gather customer feedback through multiple channels and enable customer-centricity across the organization.

And not just that, an efficient VOC program helps you recognize what is working and what is not, identify the areas of improvement, and listen to and resolve customer issues in time.

When you focus on customer expectations, resolve customer issues in time, and improve customer experience, you are boosting customer satisfaction and giving them a reason to stay with you.

That’s why an efficient VOC program is critical for any business. — It helps you retain your customers.

Repeat customers have been measured to spend an average of 67% more than new customers. – ThinkImpact
And that’s why 82% of companies say that retaining a customer is less expensive than acquiring a new one. That’s why focusing on customer retention is important and a lucrative VOC program helps you achieve it.

Let’s deep dive into this and understand how you can use the VOC program to improve customer retention.

Further Reading: https://www.surveysensum.com/blog/improve-customer-retention-voc/