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Establishing a Voice of the Customer (VoC) Program (ft. Shipra Kayan)
The Yzzi Research Podcast
UX Researcher - Is Customer Listening a Good Process?
Some form of customer listening, I believe is always right for every organization. It doesn't have to start with calling it a VOC or making a big organizational kind of effort around it. Start with advocating for one thing that you're seeing popping up over and over again in your usability studies.
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