Voice of The Customer

• Voice of the Customer (VoC) relates to customers' feedback about their experiences with and expectations for companies' products or services.
• VoC focuses on customer needs, expectations, understandings, and product improvement.

Main Aspects of Customer Experience

• Cx involves all the ways a business interacts with a customer. This includes capturing how the customer uses a company's product or service, their interactions with self-service support options, the feeling of walking into a company's or brand's retail store, customer service interactions, and more.
• According to Help Scout, customer experience includes three main components which are customer service, technology, and design.

Major Differences Between Customer Experience (Cx) and Customer Service

• Customer service can be defined as the advice or the assistance a company gives its customers, whereas customer experience represents the whole journey of a customer’s interactions with a brand. It includes all the emotional, physical, and psychological connection a customer can experience with a given brand. 
• A major difference between the two concepts is that customer service is reactive and often used when a customer isn’t satisfied whereas customer experience is proactive and should aim to reach every customer.
• Ideally, companies would prefer to reduce customer service and increase customer experience.
• The measurement of the performance of customer experience is by tracking how likely a customer is to recommend the brand to a friend and customer service performance is measured through the satisfaction of customers with the experience.

Why Cx is Important for Transparency and Communication Strategies Between Business/Customer Relationships

• A customer’s experience can be strongly influenced by the transparency of corporations.
• Transparency helps to build trust and confidence into the company by its customers. 
• The practice of transparency by companies is actually key in creating brand trust and loyalty. 

5 Aspects of Cx That Are More Than The Voice of the Customer (Voc)

• VoC programs can include surveys, focus groups or analytics.

• They can also provide timely information. 

• VoC programs also rely on asking the right questions to customers.

• They also allow for real-time monitoring. 

• VoC programs take into account referrals and reviews.