Interpreting the Voice of Your Customer
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Customers talk and write about their experiences with brands and firms. They praise and will recommend one company and its products or services, while sharing horror stories and admonishing other consumers to stay away from another. Customers often furnish detailed descriptions of what they want, need, like, or dislike about a brand or company. Whether solicited or unsolicited, the “Voice of the Customer” is there for the taking, and companies are well-advised to listen.