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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
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
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
September 22, 2014
Maria Minsker |
Verint Engagement Analytics Offers 'Unprecedented' Cross-Channel Analytics The joint Verint-Kana cloud-based solution enhances customer engagement insight. |
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 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
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
December 15, 2011 |
Verint Upgrades VoC Analytics Solution Integrated text analytics is a new feature of Vovici Enterprise Feedback Management. |
CRM
July 2015
Maria Minsker |
Great Customer Experience Starts with the Right Corporate Culture Engaged employees make for more satisfied customers |
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
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
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
December 23, 2011
Daniel Ziv |
The Social Customer Strikes Back Avoid customer service faux pax with a proactive approach. |
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
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
May 2015
Bruce Temkin |
To Improve Customer Experience, Engage Your Employees For better business results, give employees the support they need |
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
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
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
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
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
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
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
November 2013
Leonard Klie |
Philadelphia Insurance Listens to Customers The company sees retention increase after deploying a VoC solution from Confirmit. |
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
March 1, 2004
Jill Jusko |
Best Practices -- Learning To Listen VOC kaizens help Tuthill Coupling Group better understand and respond to its customers. |
BusinessWeek
September 10, 2007
Kerry Sulkowicz |
Straight Talk At Review Time How do you learn the art of delivering constructive criticism to employees? |
CRM
February 17, 2012
Ashish Gambhir |
Leveling the Playing Field with Social Media Online feedback puts the spotlight on your customer service department. |
CRM
August 2011
Brittany Farb |
Forrester Bestows Voice of the Customer Awards Adobe, Fidelity, and JetBlue recognized for outstanding performance. |
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
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. |
Entrepreneur
September 2008
Robert Kiyosaki |
Hear This It may be hard to swallow, but negative feedback can get you heading in the right direction. |
