Voice Of the Customer (VOC)

This week’s Issue | 04/05/2020

Without knowing it, businesses are starting to develop the “New Normal”


Any successful business originates by listening to the Voice-of-the-Customer (VOC) … but recently the customer definition has changed from the consumer to regulators looking to prevent the spread of Covid-19.  These activities have been prioritized in the business models with a “consistency of purpose” but an “inconsistency of process”.  I fully understand and support the prevention measure to mitigate the spread of the virus but these knee-jerk process changes will most likely become the new expectations of consumers after the pandemic subsides.  Capturing the Voice-of-the-Customer (VOC) is very important to the success of any business … but in these times organizations need to pause and capture a balanced approach for both the consumers and the regulators … so we explore “how” in this week’s newsletter.  Struggling ??? … contact us for help to develop your VOC.


When I speak of “inconsistency of process” … I enter my local “No Frills” the door sentry provides me with a cart, wipes down the handles another touch points of the cart, sanitizes my hands before I am allowed a metered entry to the store … across town at Zehr’s I can grab my own cart but must at my option sanitize my hands and cart handle … Then off I go to COSTCO where people are lined up with their carts in the rain and no sanitation stations in sight … and now Longo’s has announced that starting Monday I can only shop in the store if I wear a face mask … which they are happy to sell me one … so in which scenario do you feel the safest to shop?


Just imagine if all of them had paused to capture a balanced VOC what the results would be?  People forget all about Subliminal Messaging and the potential lasting effects …


About Richard
Senior Lead Practitioner