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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 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. |
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
April 2012
Leonard Klie |
Customer Feedback Falls on Deaf Ears Only 35 percent of comments ever get a response. |
Entrepreneur
September 2004
Nancy Michaels |
Survey Says . . . Market research on the cheap is just a click away with this on-line survey program. |
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
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 |
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. |
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
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
February 17, 2012
Ashish Gambhir |
Leveling the Playing Field with Social Media Online feedback puts the spotlight on your customer service department. |
CRM
June 2013
Leonard Klie |
T-Mobile Listens to Its Customers Surveying tool yields positive results for Austrian carrier. |
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
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. |
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? |
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. |
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
December 15, 2011 |
Verint Upgrades VoC Analytics Solution Integrated text analytics is a new feature of Vovici Enterprise Feedback Management. |
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. |
Entrepreneur
January 2007
Melissa Campanelli |
Survey Says Do them right, and online surveys can be cost-effective marketing and information-gathering tools for businesses. |
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 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. |
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. |
Registered Rep.
September 25, 2014
Anne Field |
Listening In Getting honest feedback helps you fine-tune your practice, fix mistakes and keep clients engaged. |
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. |
Energize
June 2012
Susan J. Ellis |
Why Do We Love Volunteer Satisfaction Surveys? How did we arrive at this particular method of assessing success with volunteers? Do such surveys reveal anything meaningful about the value of volunteer contributions? |
CRM
October 1, 2007
Lior Arussy |
Imperfect Scores Is a new industry standard keeping executives from focusing on the relationships that matter? |
Bank Technology News
November 2007
John Adams |
Feedback: Zions Wants to Plumb the Depths of Your Discontent Zions now believes it's found a way to gather feedback and respond to complaints and suggestions. It's deployed the Allegiance Engage Platform to help analyze and respond in real-time to customer and employee comments and suggestions. |
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
October 17, 2014
Yaron Wilf |
How Social Service Communities Can Drive Loyalty When customers help each other, companies and customers win. |
CRM
April 2003
Jason Compton |
CRM in Action: Boosting Satisfaction Survey Responses TLC Vision Corp. increasingly is relying on online surveys. After seeing WebSurveyor in action when it was used for internal questionnaires, the marketing department asked for full access to the application. |
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
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. |
Financial Advisor
November 2010
Cliff Campeau |
Finding A Standout Here's what an investor might look at in deciding whether to hire your firm. |
CRM
March 1, 2007
Phillip Britt |
Market Focus: Automotive: Adapting to Altered Buy Environments Consumers buy cars differently from how they did a generation ago. Makers and distributors must respond to the changes or become last year's model. |
CRM
March 2015
Maria Minsker |
The 2015 CRM Service Leaders: Enterprise Feedback Management Analyzing unstructured customer data and feedback continues to be a major obstacle for organizations, and the vendors competing in this market are constantly being challenged to deliver powerful solutions. |
CRM
August 1, 2009
Lauren McKay |
Patience for Patients Improved surveying techniques improve a hospital's patient-centricity. |
CRM
December 1, 2007
Marshall Lager |
Getting Connected with Surveys Covad achieves fat customer satisfaction with HyperQuality, an email-based survey product. |
InternetNews
May 19, 2004
Christopher Saunders |
Online Channel Key for Many Small Businesses Emerging companies are expanding to the Internet in record numbers -- and see the Web as the most important way to grow. |
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
January 2, 2015
Marriann Cole |
4 Building Blocks for Improving Customer Service Listening to customers' voices shouldn't stop when the sale is made. |
Entrepreneur
December 2003
Kim T. Gordon |
No Regrets Didn't get the results you wanted from your marketing this year? You can get a fresh start in 2004. |
Entrepreneur
August 2008
Romanus Wolter |
Let's Get Critical Constructive feedback can be a big boost for your business. |
PHONE+
November 2, 2009
Bill Taylor |
Channel Coach: Building Trust and Building Sales The best way to build trust is to always deliver on promises and commitments. |
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. |
Entrepreneur
August 2003
Brian Tracy |
Top Secrets Psst! Think you know everything about sales? Here's the inside scoop on mastering one of the most important skills you'll ever need. |
Entrepreneur
December 2005
Kim T. Gordon |
Triple Threat Want to boost your consulting practice in the new year? Power up your sales and marketing programs by following 3 key steps. |
CRM
March 21, 2014
Scott Hirsch |
Customer Communities: The Centerpiece of CXM Six steps for offering engaging experiences. |
Wall Street & Technology
April 14, 2006 |
Leaky Online Channels Financial institutions are losing business as a result of sales leakage in their online channels, according to a new study from Aite Group that surveyed U.S. institutions' ability to respond to online inquiries from prospects. |
