See, a while back,
the acronym…VoC
got mixed up with…CX.

Two acronyms, two completely different meanings!

• VoC is the capture and utilization of solicited and unsolicited customer feedback to improve the experience delivered at a specific touchpoints.

• CX is the complete end-to-end journey encompassing every customers interaction with the brand.

But now they are interchangeable. 𝗢𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻𝘀 𝘁𝗵𝗶𝗻𝗸 𝘁𝗵𝗮𝘁 𝗶𝗳 𝘁𝗵𝗲𝘆’𝗿𝗲 𝗱𝗼𝗶𝗻𝗴 𝗩𝗼𝗖, 𝘁𝗵𝗲𝘆’𝗿𝗲 𝗱𝗼𝗶𝗻𝗴 𝗖𝗫‼️

The truth is, VoC has been around since the 90s. It skyrocketed with the internet, lower-cost data collection, and fancy dashboards.

But here’s the thing—
They were only collecting data and reporting numbers, not using it strategically.

Just because data is successfully collected doesn’t mean it’s being used strategically.
𝗩𝗼𝗖 𝗶𝘀 𝗮 𝗽𝗼𝘄𝗲𝗿𝗳𝘂𝗹 𝘁𝗼𝗼𝗹 𝗶𝗻 𝘁𝗵𝗲 𝗖𝗫 𝘁𝗼𝗼𝗹𝗯𝗼𝘅🧰. 𝗔𝗻𝗱 𝗳𝗼𝗿 𝗩𝗼𝗖 𝘁𝗼 𝗯𝗲 𝘀𝘂𝗰𝗰𝗲𝘀𝘀𝗳𝘂𝗹, 𝗶𝘁 𝗻𝗲𝗲𝗱𝘀 𝘁𝗼 𝗯𝗲 𝗽𝗮𝗿𝘁 𝗼𝗳 𝗮 𝗹𝗮𝗿𝗴𝗲𝗿 𝗖𝗫 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝘆.

Don’t be another 𝘧𝘰𝘰𝘭 𝘸𝘪𝘵𝘩 𝘢 𝘵𝘰𝘰𝘭. Be the leader with a plan and develop a CX strategy that depends on more than just VoC data.

⭐Metrics are about the past.
⭐Actions guide you forward.
⭐What’s your return on your VoC Investment?

🗨️We can help you increase your VoC ROI. Let’s chat❗