Whois & Analysis for bizrateinsights.com

Voice of the customer (VOC) is a term used in business and Information Technology (through ITIL, for example) to describe the in-depth process of capturing customer's expectations, preferences and aversions.

Specifically, the Voice of the Customer is a market research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives.

Voice of the Customer studies typically consist of both qualitative and quantitative research steps.

They are generally conducted at the start of any new product, process, or service design initiative in order to better understand the customer's wants and needs, and as the key input for new product definition, Quality Function Deployment (QFD), and the setting of detailed design specifications.

Shopzilla operates a portfolio of shopping web sites.

In June 2005, Shopzilla was acquired by The E.

W.

Scripps Company for $525 million and was part of its interactive media division.

In commerce, customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship.

Retail markets and shops have a very ancient history, dating back to antiquity.

Retailing involves the process of selling consumer goods or services to customers through multiple channels of distribution to earn a profit.

Retailers satisfy demand is identified through a supply chain.

Retailers typically make a variety of strategic level decisions including the type of store, the market to be served, the optimal product assortment, customer service, supporting services and the store's overall market positioning.

Once the strategic retail plan is in place, retailers devise the retail mix which includes product, price, place, promotion, personnel and presentation.

In the digital age, an increasing number of retailers are seeking to reach broader markets by selling through multiple channels, including both bricks and mortar and online retailing.

Digital technologies are also changing the way that consumers pay for goods and services.

Retailing support services may also include the provision of credit, delivery services and a range of supporting services.

Customer service is the provision of service to customers before, during and after a purchase.

The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest".