{"id":19680,"date":"2025-01-16T10:00:08","date_gmt":"2025-01-16T09:00:08","guid":{"rendered":"https:\/\/then.agency\/articoli\/voice-of-the-customer"},"modified":"2026-10-07T22:33:52","modified_gmt":"2026-10-07T21:33:52","slug":"voice-of-the-customer","status":"publish","type":"post","link":"https:\/\/then.agency\/en\/articoli\/voice-of-the-customer","title":{"rendered":"Voice of the Customer: how to improve CX with feedback"},"content":{"rendered":"<p>In today&#8217;s increasingly customer-centric market, understanding the needs and expectations of your audience is not just a competitive advantage, but a strategic necessity. <strong>Voice of the Customer (VoC)<\/strong> is the approach that makes it possible to collect, analyze and act on customer feedback to improve the Customer Experience (CX) and optimize business performance.<\/p>\n<blockquote><p>According to <strong>Nielsen Norman Group<\/strong>, an effective VoC program can improve CX by <strong>25%<\/strong>, leading to an increase in customer loyalty and sales.<\/p><\/blockquote>\n<h2>What is Voice of the Customer (VoC)?<\/h2>\n<p><strong>Voice of the Customer<\/strong> is a structured process that gathers direct insights from customers through qualitative and quantitative data. Thanks to these inputs, companies can identify issues and improvement opportunities and implement strategies based on customers&#8217; real needs.<\/p>\n<blockquote><p>Companies that integrate VoC strategically see a <strong>70%<\/strong> increase in revenue, according to research by <strong>Qualtrics<\/strong>.<\/p><\/blockquote>\n<h2>Why is VoC essential for companies?<\/h2>\n<p>A well-structured VoC program makes it possible to:<\/p>\n<ul>\n<li><strong>Improve products and services<\/strong> through concrete data.<\/li>\n<li><strong>Increase customer retention<\/strong>, reducing the churn rate.<\/li>\n<li><strong>Personalize the customer experience<\/strong>, improving interactions and engagement.<\/li>\n<li><strong>Strengthen brand reputation<\/strong>, showing real listening to the customer.<\/li>\n<\/ul>\n<blockquote><p>According to <strong>Medallia<\/strong>, <strong>75%<\/strong> of customers expect companies to collect their feedback and act on it in a tangible way.<\/p><\/blockquote>\n<h2>The phases of implementing an effective VoC program<\/h2>\n<h3>Collect customer feedback<\/h3>\n<p>The first step is to identify the best data collection channels. Among the most effective methods:<\/p>\n<ul>\n<li><strong>Surveys and structured questionnaires<\/strong> (NPS, CSAT, CES).<\/li>\n<li><strong>Qualitative interviews<\/strong> for deeper insights.<\/li>\n<li><strong>Social listening and online reviews<\/strong> to gather spontaneous opinions.<\/li>\n<li><strong>User tests and mystery shopping<\/strong> to assess the direct experience.<\/li>\n<\/ul>\n<h3>Analyze the data and identify patterns<\/h3>\n<p>Once the data is collected, the next step is to analyze it to find trends and insights. Advanced <strong>Text Analytics and Sentiment Analysis<\/strong> tools make it possible to process large volumes of data and turn them into strategic information.<\/p>\n<h3>Act on the feedback<\/h3>\n<p>Collecting data without taking corrective action is pointless. Companies must turn insights into concrete actions, such as improving processes, optimizing the user experience or personalizing services.<\/p>\n<h3>Monitor the results and optimize<\/h3>\n<p>Measuring the effectiveness of VoC is crucial. Indicators such as the <strong>Net Promoter Score (NPS)<\/strong>, the <strong>Customer Satisfaction Score (CSAT)<\/strong> and the <strong>Customer Effort Score (CES)<\/strong> help monitor the impact of the actions taken and continuously refine the strategy.<\/p>\n<h2>Success stories<\/h2>\n<p>Brands like <strong>Amazon and Apple<\/strong> built their success on constantly listening to customer feedback and adapting products and services to their needs. This approach has allowed them to create unmatched experiences and achieve exceptional loyalty.<\/p>\n<h2>Conclusions<\/h2>\n<p>Implementing a <strong>Voice of the Customer<\/strong> program is not an option, but an essential strategy for improving the Customer Experience and gaining a lasting competitive advantage. <strong>Listening to, analyzing and acting on customer feedback makes it possible to build valuable relationships and strengthen business growth over the long term.<\/strong><\/p>\n<p>If you want to find out how we can support your company in building an effective VoC program, <a href=\"https:\/\/then.agency\/en\/book-a-call\">contact us for a personalized consultation<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Collecting, analyzing and acting on customer feedback to improve the experience.<\/p>\n","protected":false},"author":10,"featured_media":17047,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_title":"Voice of the Customer: how to improve CX with feedback","rank_math_description":"Voice of the Customer (VoC): find out how to collect and use feedback to improve the Customer Experience and build customer loyalty.","rank_math_focus_keyword":"voice of the customer","fonti_articolo":"<ul>\n<li data-start=\"63\" data-end=\"241\"><a href=\"https:\/\/www.nngroup.com\/articles\/voice-of-the-customer\/\">Nielsen Norman Group,\u00a0\"<em data-start=\"90\" data-end=\"113\">Voice of the Customer\"<\/em><\/a><\/li>\n<li data-start=\"63\" data-end=\"241\"><a href=\"https:\/\/www.qualtrics.com\/experience-management\/customer\/voice-of-customer\/\">Qualtrics, \"<em data-start=\"262\" data-end=\"330\">What is Voice of Customer (VoC)? Definition, Methods, and Examples\"<\/em><\/a><\/li>\n<li data-start=\"63\" data-end=\"241\"><a href=\"https:\/\/www.medallia.com\/resources\/voice-of-the-customer-best-practices\/\">Medallia, \"<em data-start=\"518\" data-end=\"556\">Voice of the Customer Best Practices\"<\/em><\/a><\/li>\n<\/ul>\n","riassunto":"<p>Customers already say everything you need to know. The problem is that almost nobody collects those signals in a structured way, and even fewer use them.<\/p>\n<p>Voice of the Customer is the process that brings order: collecting qualitative and quantitative feedback, looking for patterns in it, acting, checking what changed.<\/p>\n<p>Nielsen Norman Group estimates that a well-run program can improve Customer Experience by 25%. The four phases to build it, with examples of companies that succeeded.<\/p>","footnotes":""},"categories":[51],"tags":[],"class_list":["post-19680","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cx-en"],"_links":{"self":[{"href":"https:\/\/then.agency\/en\/wp-json\/wp\/v2\/posts\/19680","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/then.agency\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/then.agency\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/then.agency\/en\/wp-json\/wp\/v2\/users\/10"}],"replies":[{"embeddable":true,"href":"https:\/\/then.agency\/en\/wp-json\/wp\/v2\/comments?post=19680"}],"version-history":[{"count":0,"href":"https:\/\/then.agency\/en\/wp-json\/wp\/v2\/posts\/19680\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/then.agency\/en\/wp-json\/wp\/v2\/media\/17047"}],"wp:attachment":[{"href":"https:\/\/then.agency\/en\/wp-json\/wp\/v2\/media?parent=19680"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/then.agency\/en\/wp-json\/wp\/v2\/categories?post=19680"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/then.agency\/en\/wp-json\/wp\/v2\/tags?post=19680"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}