V: 4 terms

Value Proposition

Abbreviation: VP To summarize in one sentence, the value proposition is a promise a company makes to its customers. Since these promises create expectations for the customers and these expectations are directly related to their …

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Verbatim

Verbatim is defined as an exact repetition without changing the words. In Customer Experience, Verbatim refers to open-ended questions in customer experience measurements and feedback analysis. Analyzing these responses helps uncover key service themes that can …

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Voice of Customer

Abbreviation: VoC The voice of the customer refers to the opinions, comments, expectations, and sentiments of the customers regarding a service or product. This allows companies to improve their products, and their customer service and …

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Voice of Employee

Abbreviation: VoE The voice of the employee refers to listening to the comments and opinions of the employees and planning the actions according to them. Just as it is important to hear and take into …

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