The "Voice of the Customer" (VoC) refers to the feedback and insights gathered from customers about their experiences, needs, and expectations regarding a product or service. This information helps businesses understand what customers value, allowing them to make informed decisions to improve their offerings and enhance customer satisfaction. VoC can be collected through various methods, such as surveys, interviews, and social media monitoring. By analyzing this data, companies can identify trends, address pain points, and ultimately create a better customer experience, leading to increased loyalty and sales.