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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
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
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
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
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
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
August 19, 2010
Justin Schuster |
5 Essential Steps to Mastering Customer Intelligence Build loyalty, gain a competitive edge, and improve your bottom line. |
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 2009
Bruce Temkin |
7 Keys to Customer Experience Big-picture advice for how to improve the customer experience over the next year. |
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
September 1, 2005
Colin Beasty |
Surveys: A Dying Breed? Enterprise feedback management (EFM) solutions are replacing the old-school method of customer feedback. |
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
October 2013
Woody Driggs |
Building a Consistent Customer Experience Focusing on employee engagement and culture will go a long way. |
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. |
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
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. |
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. |
CRM
February 2007
Colin Beasty |
Feedback Mountain Enterprise feedback management solutions are replacing conventional surveying tools as companies seek a centralized surveying framework that leverages all data. |
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. |
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. |
Entrepreneur
August 2003
Elizabeth Goodgold |
A Matter of Opinion Generating customer feedback: how to go about it? |
CRM
June 2013
Leonard Klie |
T-Mobile Listens to Its Customers Surveying tool yields positive results for Austrian carrier. |
Inc.
July 2007
David H. Freedman |
What's Next: Ask, and You Shall Be Misled Customer feedback should be read, analyzed, and taken with a grain of salt. |
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
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
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. |
CRM
May 2010
Roy Hessel |
Seeing Customers Clearly Online eye-wear retailer EyeBuyDirect.com brings its customer feedback into focus with Kampyle. |
CFO
July 1, 2006
Russ Banham |
Angry and Bored? You Must Be a Customer Finding out what customers really think is a crucial first step toward an improved bottom line. New technology may help. Online surveys offer speed and convenience to both the companies creating them and the customers responding to them. |
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. |
HRO Today
September 2008 |
Employee Recognition: Dissecting Today's Market Are you keeping your workforce engaged? Do they feel valued as your most important corporate asset? How is sponsoring a corporate employee recognition program helping your organization improve performance? |
Financial Advisor
September 2006
Pomering & Littlechild |
Unlocking Client Value While many financial advisors have refined the strategic planning process in their businesses, there is one piece of the puzzle that is missing -- a strategic feedback loop. |
CRM
June 28, 2013
Melissa Pippine |
Demystifying Social Media for Customer Experience Look to 'intelligent' tools to identify causes of discontent. |
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
March 21, 2014
Scott Hirsch |
Customer Communities: The Centerpiece of CXM Six steps for offering engaging experiences. |
Entrepreneur
August 2008
Romanus Wolter |
Let's Get Critical Constructive feedback can be a big boost for your business. |
D-Lib
April 2007 |
Toward an Effective Understanding of Website Users: Advantages and Pitfalls of Linking Transaction Log Analyses and Online Surveys An experiment involving the complementary power of online surveys and TLA suggests both benefits and drawbacks to Web site owners in using one or both of these tools. |
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 1, 2007
Nick Discombe |
Get Reacquainted With Your Customers To get the most value from customer interactions and ultimately improve the customer experience, organizations must streamline the flow of information from the customer to the company. |
CRM
November 15, 2013
Megan Yunker |
Best Practices for Marketing in an Online Community Support, feedback, and ratings are key. Like any business decision, you need a plan and a good framework for creating a healthy community to which people will keep coming back. |
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. |
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. |
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... |
CRM
November 2013
Leonard Klie |
Philadelphia Insurance Listens to Customers The company sees retention increase after deploying a VoC solution from Confirmit. |
CRM
February 2013
Donna Fluss |
Surveys Alone Are Not the Answer Offering great customer service means knowing how to respond. Some of the worst offenders in the area of customer service frequently survey their customers, but for the wrong reasons. |
HBS Working Knowledge
April 10, 2006
David Sirota et al. |
Why Your Employees Are Losing Motivation Most companies have it all wrong. They don't have to motivate their employees. They have to stop demotivating them. |
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. |
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
November 12, 2015 |
Clarabridge Updates Its CEM Platform New software release provides faster and deeper insights from customer feedback. |
CRM
September 2011
Leonard Klie |
Companies That Listen Get Results Investments in monitoring social media rise but still lag customers' use of it |
