BY MARK PEREIRA

ILLUSTRATION PROVIDED BY ADOBE IMAGES

wise old farmer and his diligent son lived in the heart of a tranquil countryside , nestled among rolling hills and swaying fields of golden wheat . This father-son duo was known for their work ethic and customer-oriented mindset . Yet , their lives were about to take an unexpected turn one fateful morning as they embarked on a journey to the bustling market town nearby .

As they got ready for their journey , the farmer and his son knew the importance of listening to the community ' s voices because their farm ' s success had always been intricately intertwined with the needs and desires of the people they served . Unknowingly , this journey would impart a vital lesson to them and , hopefully , us .

On the dusty path leading to town , the farmer , his son , and their trusty donkey encountered a diverse array of passersby , each with their own opinions and advice to offer . The farmer ' s encounters triggered changes in his mindset regarding his operations .

This symbolic journey would later strongly resonate with companies aiming to understand the importance of listening to the voice of the customer ( VoC ). You can be hit with many suggestions on the next move to make so you need to analyze them and then follow what you think is the right one .

Sadly , the farmer and son duo wanted to please every customer ' s opinion , which cost them dearly . Though the farmer had the right mindset , contact centers need to learn from his mistakes , as today , we have several tools that we can use before implementing a customer ' s feedback .

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