Tag Archives: voice of the customer

5 Steps for Driving Sales with Customer Insights

Thanks to Cvent for their white paper “5 Steps to Driving Sales with Customer Insights” (http://bit.ly/neiBFC). Proven strategies to ensure the success of your voice of the customer (VOC) program: 1) identifies what matters most to customers; 2) facilitates better … Continue reading

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12 Reasons to use Voice of the Customer

I’ve been a big proponent of getting feedback from customers and prospects throughout my career.  The voice of the customer (VOC) is where you get consumer insights that enable you to improve communications, products, service and revenue. Based on my … Continue reading

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Top 3 Voice of the Customer (VOC) Companies

Thanks to Customer Relationship Magazine for the following report that gets us to see three companies that are conducting and leveraging results from effective VOC programs (http://bit.ly/pAMMdh). Forrester Research recognized: Adobe Systems Fidelity Investments Jet Blue Airways with their 2011 … Continue reading

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Four Keys to Customer Experience

The Temkin Group published and “Insight Report” which enables you to assess your strengths and gaps in the four customer experience core competencies (http://bit.ly/igDBLJ). According to the Temkin Group, there are four competencies companies must master in order to build … Continue reading

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Four Ways to Bridge the Gap Between Customer Surveys and Business Outcomes

Barbara Porter, V.P. of customer service at Nicor shared the four components of bridging the gap between customer surveys and business outcomes. 1. Integrate voice of the employee knowledge with voice of the customer. This is because there’s a strong … Continue reading

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The Top 10 Ways to Improve Customer Service in 2011

Entering 2011, customer and employee loyalty is at an all time low as cynicism is high. CSRs, sales reps and people who are on the front lines with customers and prospects are the people the most direct responsibility for customers’ … Continue reading

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Consumer Insights on Surveys versus Interviews

Vovici recently posted a blog entitled “58% of Respondents Don’t Like Surveys” (http://bit.ly/dWhQwz).  They fielded the survey and describe themselves as, “the leading provider of intelligent online survey management and feedback solutions.” As I have done since I began this … Continue reading

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Consumer Insights on Voice of the Customer

I enjoyed attending the webinar hosted by Andrew McInnes, analyst with Forrester, and Chris Cottle, EVP marketing and products for Allegiance. The topic of their webinar was “The New Frontier of Customer Voice.” Today there are multiple channels of engagement … Continue reading

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Consumer Insights on Consumer Insights

The following is a summary of a white paper entitled “The Role of Feedback in Brand Loyalty” by Vovici. While not everyone can afford customer survey and feedback software, the fundamentals expressed in the white paper are relevant to any … Continue reading

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Consumer Insights — Are You Listening?

Why your customer relationship and retention program will fail without listening to the voice of the customer. In a June 2009 report entitled “Customer Experience Boosts Revenue” (http://bit.ly/9ALBJ4), Bruce Temkin of Forrester Research estimates “that large firms can gain between … Continue reading

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