The Synergy of Public Relations and Voice of the Customer

Alex Greenwood
3 min readMay 31, 2023

The global business landscape is more competitive than ever, with customers having an immense influence over brand perceptions and reputations. In this age of consumer empowerment, “Voice of the Customer” (VoC) programs have gained significant importance. The role of Public Relations (PR) has similarly evolved to leverage this treasure trove of customer insights, creating a robust synergy between VoC and PR. Let’s delve deeper into this evolving synergy.

Photo by Andrea Piacquadio: https://www.pexels.com/photo/woman-in-gray-tank-top-3812746/

Customer-Centricity: The New Norm

In an era characterized by unprecedented connectivity and social influence, organizations are increasingly recognizing the need to place customers at the core of their business operations. This shift towards customer-centricity is largely driven by the realization that customer insights — their needs, expectations, feedback, and complaints — can be instrumental in shaping business strategies. The VoC is the embodiment of these insights.

VoC encapsulates customer feedback and experiences about a brand, its products, or services. It provides a deep understanding of customer perspectives and can serve as a powerful tool in guiding a multitude of business decisions, including those related to PR.

VoC as the Compass for PR Strategies

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Alex Greenwood

PR Consultant, Speaker, Podcast Producer/Host, Editor, and Award-Winning Writer of the John Pilate Mystery Series. Accomplished belly laugher.