Developing and Implementing a Voice of the Customer (VoC) Framework for Optimizing Performance in E-Commerce Platforms

DEVENDER YADAV

doi:10.36948/ijfmr.2019.v01i03.36899

Developing and Implementing a Voice of the Customer (VoC) Framework for Optimizing Performance in E-Commerce Platforms

Author(s)	DEVENDER YADAV
Country	United States
Abstract	The digital marketplace presents numerous competing voices, which can obscure the distinct voice of the customer. This paper examines the significant role of the Voice of the Customer (VoC) in enhancing and transforming e-commerce platforms. It contends that conventional metrics frequently do not accurately reflect the genuine nature of customer experience, resulting in misaligned strategies and lost opportunities. This research presents a comprehensive VoC framework that goes beyond traditional data collection methods, integrating various feedback mechanisms and analytical tools. This framework integrates qualitative insights with quantitative data to offer a comprehensive understanding of customer sentiment, expectations, and pain points. The implementation of this framework is expected to enhance user satisfaction and improve key performance indicators (KPIs), promoting a customer-centric culture that supports sustainable growth in the competitive e-commerce environment. This paper argues that attentive listening to customers is essential for the advancement of e-commerce.
Keywords	Customer-Centricity, User Experience (UX), E-Commerce Optimization, Feedback Mechanisms, Sentiment Analysis, Qualitative Data, Quantitative Data, Customer Journey Mapping, Key Performance Indicators (KPIs), Digital Transformation
Field	Engineering
Published In	Volume 1, Issue 3, November-December 2019
Published On	2019-11-06
DOI	https://doi.org/10.36948/ijfmr.2019.v01i03.36899
Short DOI	https://doi.org/g84d79

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Developing and Implementing a Voice of the Customer (VoC) Framework for Optimizing Performance in E-Commerce Platforms

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