For the most part, the VoC is largely self-explanatory. Its definition refers to the ways in which a company harvests feedback information from its consumers (or sometimes more specifically, its customers). The term VoC can also refer to the feedback collected.
In the past, organizations delivered products in one direction only: that is, the product was delivered to the consumer without the use of any data concerning the needs or preferences of the consumer. Over time, huge financial losses have been realized as a result. In turn, the importance of data points surrounding consumer needs has come to the fore.