Searching for the Voice of the Customer

Posted by Linda Caudle
9/6/13 4:10 PM

Did you know that 91 percent of unhappy customers never bother to complain; instead they just quietly walk away into the hands of the competitors? With a statistic like that, it’s clear that businesses, more so than ever before, need to focus on the Voice of the Customer (VOC). If not, they may not know when their customers are ready to jump ship.

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