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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
December 15, 2011 |
Verint Upgrades VoC Analytics Solution Integrated text analytics is a new feature of Vovici Enterprise Feedback Management. |
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
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
September 19, 2011 |
NICE to Acquire Fizzback The transaction will allow NICE to create a voice of the customer offering that combines direct, indirect, and inferred customer feedback. |
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
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
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
September 2011
Leonard Klie |
WFO Hears The Voice of the Customer Workforce optimization suites broaden their focus beyond the company |
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
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
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
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 2013
Leonard Klie |
Philadelphia Insurance Listens to Customers The company sees retention increase after deploying a VoC solution from Confirmit. |
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. |
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? |
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. |
CRM
December 23, 2011
Daniel Ziv |
The Social Customer Strikes Back Avoid customer service faux pax with a proactive approach. |
CRM
October 21, 2014 |
Qualtrics Unveils Vocalize VoC Solution New Qualtrics Vocalize platform is a voice of customer solution that collects data from many sources. |
CRM
July 2012
David Myron |
CRM Moves to an Outside-In Approach Organizations must put customers first -- especially when making changes to their staffing structure, processes, or technology. Doing so will mark the beginning of your outside-in strategy. |
CRM
November 27, 2015 |
ResponseTek Introduces Listening Lab ResponseTek's Listening Lab self-serve product empowers users to create and deploy ad hoc surveys. |
CRM
July 2015
Patrick Gibbons |
Survey Says: Less Is More New tools make us less reliant on surveys, but that doesn't mean they have to go away |
CRM
March 2011 |
The 2011 Service Elite This quartet of service winners cuts across the corporate spectrum - from IT management and telecom, to vision care, and energy. |
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
July 9, 2010
Lauren McKay |
4 Ways to Boost Customer Experience What is it that makes companies that deliver outstanding customer experiences stand out? And how can low-performing businesses climb up the ladder to deliver better 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. |
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
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. |
IndustryWeek
August 18, 2010
Ebert & Natarajan |
Rebalancing Quality Priorities Many companies are susceptible to costly quality issues, as the recent Toyota crisis demonstrated. To reenergize their quality focus, companies should manage quality as a customer experience, address quality issues with sophisticated risk management approaches |
CRM
August 2011
Brittany Farb |
Forrester Bestows Voice of the Customer Awards Adobe, Fidelity, and JetBlue recognized for outstanding performance. |
CRM
David Myron |
Five Ways to Reveal Your Customer Data Here is a list of five technologies and strategies that can help your organization gain more customer insight. |
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. |
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
February 2013
Patrick Gibbons |
Voice of the Future Customer New methods for predicting customers' behavior are changing how we listen to them. Customer strategists must change. Professionals involved with customer experience or VOC strategies should anticipate big changes in their role. |
CRM
April 27, 2012
Ashish Gambhir |
How Customer Intelligence Drives Loyalty Listening to -- and acting on -- consumer comments is the best strategy. There is no better place to learn how best to execute changes than from online guest feedback. |
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. |
HBS Working Knowledge
February 23, 2004
Lauren Keller Johnson |
Retooling 360s for Better Performance For better or worse, the 360-degree feedback tool is standard operating procedure in many organizations. Harvard Management Update evaluates the evaluation method---and sees room for improvement. |
IndustryWeek
March 1, 2004
Jill Jusko |
Best Practices -- Learning To Listen VOC kaizens help Tuthill Coupling Group better understand and respond to its customers. |
CRM
July 23, 2014 |
Confirmit Launches Confirmit Genius Analytics Solution Confirmit Genius mines for customer and market insights across vast volumes of text and social media data. |
CRM
September 9, 2011
Sandra Levy |
Confirmit Goes Mobile With Techneos Systems The acquisition brings customer surveys to mobile devices, so organizations can collect data at the point of experience. |
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 11, 2015 |
Confirmit Partners with Emotient for Emotion Detection The partnership will add emotional analysis to market research and voice of the customer data. |
CRM
September 2013
Leonard Klie |
Which Interaction Channels Are Most Popular? Interactive Voice Response (IVR) and email top the list, but online customer support gains ground. |
CRM
October 4, 2013
Mike Hennessy |
What We Can Learn from Customers' Craziest Questions Unusual queries serve up a goldmine of insight. It isn't enough to just answer customers' questions. Companies should be actively mining digital interactions with their customers to improve the customer experience. |
CRM
October 2010
Scott Rogers |
Something Borrowed, Something Blogged Marrying a variety of voice-of-the-customer approaches, David's Bridal tries measuring sentiment among social media-savvy brides. |
Entrepreneur
August 2008
Romanus Wolter |
Let's Get Critical Constructive feedback can be a big boost for your business. |
CRM
November 2012
David Myron |
Analyze the Cost and Effect of Customer Experiences Customer effort is an important issue. |
CRM
January 2012
Judith Aquino |
5 Hot Marketing Trends Customer strategists must step up their engagement efforts as mobile's mercury rises. |
