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When building a brand, most marketers would agree that customer satisfaction management is the most important marketing practice. In traditional marketing, an improved product could lead to greater brand positioning. However, in the world of digital social networking, quality improvement is insufficient to improve the Brandâs position due to the democratization of digital media. The opinions of a few customers can change the publicâs perception on an entire product, making or breaking an entire Brand. The Voice of Customers (VOC) is the new driving force behind Brand building strategy
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