Voice of the Customer (VoC)

Voice of the Customer (VoC) refers to the process of capturing customers' expectations, preferences, and aversions. It is a vital feedback source used by organizations to improve their products, services, and customer experiences.‍

Why It Matters:

Understanding and leveraging VoC is crucial in Product Management, particularly for AI Product Managers, as it directly impacts the decision-making process. By prioritizing customer feedback, product managers can refine workflows, enhance team dynamics, and ensure that the product meets user needs effectively.

- Impacts decision-making by aligning product features with customer needs.
- Enhances processes and workflows through direct customer insights.‍

How It’s Used:

- In product roadmaps: VoC data guides the prioritization of features based on customer demand.
- During sprints or team discussions: Regular feedback integration helps teams stay aligned with user expectations.
- As part of AI workflows or analyses: VoC is used to train AI models and improve machine learning algorithms based on real user feedback.‍

Related Terms:

- Customer Feedback Loop
- User-Centered Design (UCD)
- Persona Development‍

Additional Resources:

1. Using Voice of the Customer to Drive Loyalty
2. Voice of the Customer (VoC) Examples, Methods, & More
3. Voice of Customer: Amplifying Consumer Insights

AI Product Management Context:

Revo can assist product managers in efficiently collecting and analyzing VoC data. By utilizing Revo, PMs can streamline feedback collection, access insights quickly, and integrate these insights into product development cycles to ensure customer satisfaction and product relevance.