The voice of the customer (VOC) concept has been around for decades, but the Internet and social media technologies have finally enabled it to its fullest degree. We have all heard of (and perhaps even contributed to) customers venting their anger or expressing their delight with some vendor’s service or some product’s characteristics and performance via online forums.
A company’s ability to
consumers that delivers innovative technology
(e.g., architects, space planners, consumers, etc.), educational institutions, and society at large. For example, Dassault Systèmes’ customers are looking to design not only the safest, greenest, and smartest vehicle, but also the desired, valuable customer experience suiting each market need. The vendor wants to help them move from focusing on vehicle attributes (e.g., horsepower, revs per minute, etc.) to vehicle experience (i.e., the car runs smoothly, is “peppy,” handles sharp road curves,