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CRM
March 20, 2012 |
NICE Integrates Interaction Management and Fizzback Solutions to Enhance Customer Experience The combined Voice of the Customer solution enables companies to gain insight into the root cause of specific customer feedback by correlating voice interactions with real-time feedback survey results.   |
CRM
July 2012
Leonard Klie |
Listening to the Voice of the Customer As companies adopt voice of the customer solutions, customers expect them to act on their feedback. |
CRM
August 2, 2013
Dave King |
Look to Mobility to Broaden Your VoC Capabilities Many consumers use smartphones and tablets more than they do any other medium to interact with brands, requiring companies to create content and communications channels that work effectively through the mobile medium. |
CRM
July 2003
David Myron |
In Beta: Replaying The Experience Nice Systems knows memory fades with time. That's why Nice introduced Nice Feedback, an IVR survey system that enables contact centers to obtain direct customer feedback immediately after a service call. |
CRM
January 2011
Lauren McKay |
Collecting Feedback Makes Cents A financial services firm invigorates its VOC program to better understand its business -- and its customers |
CRM
December 15, 2011 |
Verint Upgrades VoC Analytics Solution Integrated text analytics is a new feature of Vovici Enterprise Feedback Management. |
CRM
September 2014
Leonard Klie |
When VoC and VoE Combine Bring together the voice of the customer and the voice of the employee to gain a more complete view of customer experiences. |
CRM
June 27, 2014
Karine DelMoro |
Unlock the Potential of Unstructured Data for a Successful VOC Program Strategies for gaining a competitive edge with unstructured data. |
CRM
August 19, 2010
Justin Schuster |
5 Essential Steps to Mastering Customer Intelligence Build loyalty, gain a competitive edge, and improve your bottom line. |
CRM
November 20, 2015
Sam Del Rowe |
InMoment Partners with VoxPopme for Video Voice of the Customer The integration adds video as a voice of the customer feedback medium. |
CRM
September 13, 2013
Syed Hasan |
Go from Lip Service to Real Service Boost your company's reputation with a comprehensive customer experience management program. |
CRM
May 12, 2015 |
Reevoo Partners with Feedback Ferret on Travel App Reevoo and Feedback Ferret partnership allow travel companies to capture and act on customer feedback. |
CRM
March 1, 2007
Coreen Bailor |
Vocal Ease Companies should plan and implement a formal approach to collecting feedback and inserting the customer's voice into the business strategy. |
CRM
August 28, 2015
Leonard Klie |
OpinionLab Introduces Summer 2015 Release of Its Voice-of-the-Customer Solution Brands are empowered to connect consumer feedback gathered through digital channels with specific physical locations. |
CRM
July 20, 2011
Leonard Klie |
Verint Will Acquire Vovici Verint Systems announced plans to acquire Vovici, a provider of enterprise feedback management solutions. |
CRM
February 2011
Fluss & Rogers |
How to Listen to the Voice of the Customer in a Multichannel World Contact centers and enterprises in general should interact with customers in their channel of choice, either in real time or periodically. These solutions need to create, issue, collect, and analyze feedback through multiple channels, including IVR, Web, social media, email, SMS, and live calls. |
CRM
August 2013
Donna Fluss |
The Black Hole of Customer Surveys Don't ask for feedback if you're not going to act on it. |
Financial Planning
December 1, 2010
Stephanie Bogan |
Talking Back There is a strong argument that the very process of asking for feedback can help to build strong client relationships. |
CRM
May 17, 2013
Lane Cochrane |
All Customer Feedback Is Not Created Equal Voice-of-the-customer data has come to represent a broad spectrum of data streams, from traditional consumer research, convenience surveys, comment cards, and call center verbatim, all the way through to social media. |
CRM
March 2015
Maria Minsker |
The 2015 CRM Rising Stars: NICE Systems Innovates with Real-Time Analytics The veteran vendor is this year's comeback kid. |
Entrepreneur
September 2008
Robert Kiyosaki |
Hear This It may be hard to swallow, but negative feedback can get you heading in the right direction. |
PC Magazine
August 31, 2005
Jamie M. Bsales |
Easy Answers RSVMe is a free e-mail add-on that will help you get feedback from colleagues more efficiently. |
CIO
June 9, 2010
Robert Hewes |
Give Slackers a Kick in the Pants The author, an executive coach with Camden Consulting Group, advises CIOs on how to foster positive change in under-performing team members. |
CRM
November 2013
Leonard Klie |
Philadelphia Insurance Listens to Customers The company sees retention increase after deploying a VoC solution from Confirmit. |
CRM
December 1, 2015
Jeff Coleman |
4 Ways to Make Your Customer Satisfaction Surveys Actionable To truly understand customer feedback, you need to ask an important question: Why? The only way to do that: follow up. |
CRM
September 1, 2005
Colin Beasty |
Surveys: A Dying Breed? Enterprise feedback management (EFM) solutions are replacing the old-school method of customer feedback. |
BusinessWeek
September 10, 2007
Kerry Sulkowicz |
Straight Talk At Review Time How do you learn the art of delivering constructive criticism to employees? |
CRM
December 23, 2011
Daniel Ziv |
The Social Customer Strikes Back Avoid customer service faux pax with a proactive approach. |
Search Engine Watch
September 16, 2010
Jacob Morgan |
Visualizing the Social CRM Process This simple six-step process will help you create a social customer relationship management strategy for your organization. |
Entrepreneur
August 2008
Romanus Wolter |
Let's Get Critical Constructive feedback can be a big boost for your business. |
Financial Advisor
December 2006
Pomering & Littlechild |
Using Client Feedback To Unlock Client Value How can you use client feedback to unlock client value in your financial advisory business? |
CRM
January 2010
Christopher Musico |
Innovation Picks Up Static In the pursuit of consumer sentiment, has the industry skipped over speech analytics and jumped on the social media bandwagon? |
Bank Technology News
June 2009
Michael Sisk |
Find and Nurture Your Biggest Fans Banks are focusing their attention on the so-called "advocates" among their clientele; these customers not only buy more products and services, but they also recommend the institution to friends and family. |
CRM
December 2009
Bruce Temkin |
7 Keys to Customer Experience Big-picture advice for how to improve the customer experience over the next year. |
CRM
August 2011
Brittany Farb |
Forrester Bestows Voice of the Customer Awards Adobe, Fidelity, and JetBlue recognized for outstanding performance. |
Financial Advisor
July 2006
Littlechild & Pomering |
Unlocking Client Value The first question financial advisors should ask is not "how" to survey clients but "why" you should do it in the first place. In addition to allowing you to stay on top of changing client needs, interests and expectations, the reasons abound. |
Job Journal
September 28, 2003
Marty Nemko |
A Way to Grow How to find out how the boss feels about you. |
CRM
December 2009
David Myron |
Great Relationships Start with Good Experiences There are instances when primarily focusing on the experience makes sense. |
CRM
February 2011
Donna Fluss |
Customer Service Initiatives for 2011 Tough economy erodes customer loyalty, but there are ways to rebuild it. |
Entrepreneur
August 2003
Elizabeth Goodgold |
A Matter of Opinion Generating customer feedback: how to go about it? |
Job Journal
September 17, 2006
Bob Rosner |
Working Wounded: The Wrong Time for Feedback Knowing when it's the wrong time and place for giving effective feedback. |
CRM
December 2009
Christopher Musico |
No Substitute for Experience When the economy (eventually) rebounds, customers will be swayed by differentiators. That's why the smart companies are investing in customer experience now. |
CRM
June 29, 2012
Leonard Klie |
Forrester Names Its Voice of the Customer Awards Winners Barclaycard, Cisco, and Vanguard are recognized for their positive customer experiences. |
CRM
September 28, 2011 |
Confirmit Pushes Multichannel Engagements Beyond the Horizon Horizons Version 16 Feature Pack extends multichannel platform to maximize response rates and streamline reporting capabilities. |
CRM
February 17, 2012
Ashish Gambhir |
Leveling the Playing Field with Social Media Online feedback puts the spotlight on your customer service department. |
CRM
December 2011
Aquino & Klie |
Oracle to Acquire RightNow Technologies The $1.5 billion deal is part of an aggressive move to offer more cloud solutions, Oracle says. |
CRM
September 2011
Leonard Klie |
Companies That Listen Get Results Investments in monitoring social media rise but still lag customers' use of it |
Fast Company
March 2004
Seth Godin |
How to Give Feedback Give great feedback! Most people don't. Here are four rules for making your input count. |
PHONE+
June 26, 2009
Dan Levin |
Take Control of Your Web Strategy Wise companies realize having a rock-solid Web site not only can provide them with lead generation, but also provide them with instant client feedback. |
CIO
April 15, 2001 |
Listen Up! Learn to take advantage of the critical customer communications channel the Web represents. Most companies don't really know what their customers think of them. And the Internet is making the feedback gap worse... |
