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Establishing a Voice of the Customer (VoC) Program (ft. Shipra Kayan)

The Yzzi Research Podcast

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VOC, Voice of the Customer, at Upwork

The idea of VOC, voice of the customer, is not something that everyone is familiar with. In some companies, this is a qualitative casual process; in others, it's a very quantitative process where you're measuring customer satisfaction using NPS or CSAT metrics. "I think the purpose of any VOC program is to have a pulse on what customers are saying about your product," he says.

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