When a client stepped back from operations and complaints started rolling in, we could have panicked. Instead, we used the Voice of Customer (VOC) framework to transform those negative situations into business intelligence and referral opportunities.

In this episode, I break down the complete 3-phase VOC system that lets you systematically collect customer feedback while positioning yourself as the solution. You'll learn how to handle customers in "triage mode" without making things worse, the specific questions that unlock valuable market research, and why asking "What would you consider us the best at?" works like a defibrillator for angry customers.

This isn't just damage control. When done right, you're extracting insights that improve your advertising, email copy, and messaging while turning complaints into referrals. I've seen this framework pull clients out of refund requests and transform them into advocates.

The difference between good businesses and great ones? Great businesses know how to turn their biggest challenges into competitive advantages. This is that kind of work.

For more business growth strategies that actually work, follow the show and visit https://beknownonline.com/