The "Voice of the Customer" (VoC) refers to the feedback and opinions expressed by customers about their experiences with a product or service. This information helps businesses understand customer needs, preferences, and expectations, allowing them 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 and areas for improvement, ultimately leading to better customer experiences and increased loyalty. Effective VoC programs can significantly impact a company's success in the competitive market.