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Healthcare marketers and communicators know the importance of finding the voice of the customer and amplifying it in their efforts. In this episode, hosts Reed Smith and Chris Boyer discuss the way organizations can build a “Voice of Customer” (VoC) strategy – from beginning with Word-of-Mouth marketing, to expanding to true “VoC” efforts, the hosts break down the differences between using customer voice for benchmarking and/or for continuous improvement. They are joined by Michael Hoffman, CEO of Gather Voices, who shares how he believes that video is an important way to get customer feedback to help improve trust and amplify authenticity.
