Voice of the Customer - Assignment Example

Voice of the Affiliation Voice of the The difference between satisfaction" and loyalty"Customer satisfaction is defined as the actions or undertakings that are carried out by an organization to ensure that their customers enjoy their service or products. The major aim of customer satisfaction is to retain existing customers which is relatively cheaper that acquiring new customers. Satisfying customers has a double advantage since the customers are retained, and even new ones are created. Customer satisfaction is essential in maintaining a market share.

Customer loyalty is the attachment created by a product to the customer due to its ability to satisfy his /her needs. Customer loyalty is yielded by customer satisfaction through improvement of products and processes. Customer loyalty is similar to customer satisfaction since they both participate in bringing new customers and they are a tool an organization can use in fighting competition. However, customer loyalty develops over a long period as opposed to customer satisfaction that is immediate.2) What is VOC and what is its value?

Voice of customer refers to all the activities undertaken by an organization so that they get the response of their clients so that they can respond to their unmet demands. These activities are continuous since the demands of customers keep changing over time. The tools used for VOC include interviews, surveys observation and field report. These activities differ depending on the kind of product being offered by the organization. It helps the business to identify the necessities of their customers so that they can respond positively to their needs and hence create customer satisfaction and later customer loyalty.3) Do you think that a satisfied customer becomes a loyal customer?

(Why or why not). A satisfied customer has a high probability of becoming loyal although it is not a guarantee. A satisfied customer who requires the product often can become loyal but if he/she does not require the product often they may not become loyal. Changing needs may also limit a satisfied customer from being loyal to a product.