During the digital transformation planning process, a company distributed surveys and found that customers wanted a more detailed order status process. The company added online status information capability to their website and sent a customer satisfaction survey to customers after they received the product. This addition helped increase their customer base and repeat business.

During the digital transformation planning process, a company distributed surveys and found that customers wanted a more detailed order status process. The company added online status information capability to their website and sent a customer satisfaction survey to customers after they received the product. This addition helped increase their customer base and repeat business.

This is an example of the successful use of:
A . data mining.
B . voice of the customer (VOC).
C . balanced scorecard.
D . customer service.

View Answer

Answer: B

Explanation:

voice of the customer (VOC) is the process of gathering and implementing information about your customers’ expectations, needs and hopes2. Businesses use VOC programs to efficiently collect detailed market research about their customers and to improve their products or services based on the customer feedback2. This is an example of the successful use of VOC, as the company distributed surveys to understand what customers wanted, added online status information capability to their website to meet the customer demand, and sent a customer satisfaction survey to measure the impact of the improvement. This addition helped increase their customer base and repeat business, which shows the value of listening to the voice of the customer.

1: Voice of the Customer: Definition, Benefits and How-To Guide | Indeed.com

2: What is the Voice of the Customer (VoC)? – Qualtrics