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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
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. |
Entrepreneur
September 2008
Robert Kiyosaki |
Hear This It may be hard to swallow, but negative feedback can get you heading in the right direction. |
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
August 19, 2010
Justin Schuster |
5 Essential Steps to Mastering Customer Intelligence Build loyalty, gain a competitive edge, and improve your bottom line. |
CRM
May 2010
Roy Hessel |
Seeing Customers Clearly Online eye-wear retailer EyeBuyDirect.com brings its customer feedback into focus with Kampyle. |
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
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
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. |
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
February 17, 2012
Ashish Gambhir |
Leveling the Playing Field with Social Media Online feedback puts the spotlight on your customer service department. |
CRM
November 12, 2015 |
Clarabridge Updates Its CEM Platform New software release provides faster and deeper insights from customer feedback. |
InternetNews
February 24, 2006
David Miller |
Playing the eBay Numbers Game Experts warn against blithe belief in the veracity of eBay ratings. Buyers and sellers wrestle with fraud in the auctioneer's feedback system. |
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 |
CIO
June 9, 2010
Cindy Waxer |
Web Analytics: Turn Customer Feedback into Sales Online eyeglass retailer EyeBuyDirect.com used a web analytics tool to diagnose dropped sales and win new sales conversions. |
CRM
March 29, 2013
Bhupendra Gupta |
Look to Customer Experience Data to Solve Business Problems Less consumer effort results in higher satisfaction. |
PC Magazine
September 18, 2007 |
Connected Traveler: Advice from Fellow Travelers Finding the best user feedback can make all the difference on your next vacation. |
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. |
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
April 9, 2014 |
Sysomos and Clarabridge Partner on Multichannel Customer Analytics The technology partnership pairs social intelligence with customer insights. |
CRM
June 2013
Leonard Klie |
T-Mobile Listens to Its Customers Surveying tool yields positive results for Austrian carrier. |
CRM
November 2014
Donna Fluss |
Speech Analytics Is Starting to Make a Difference With skilled analysts behind them, these solutions can enhance the customer journey. |
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
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. |
Entrepreneur
August 2008
Romanus Wolter |
Let's Get Critical Constructive feedback can be a big boost for your business. |
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. |
Job Journal
September 28, 2003
Marty Nemko |
A Way to Grow How to find out how the boss feels about you. |
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
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
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
May 31, 2011
Brittany Farb |
Passengers Are Increasingly Dissatisfied with Air Travel A new study shows customers are uncomfortable and inconvenienced. |
CRM
February 2013
Leonard Klie |
Case Management Takes a Dynamic Turn Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels. |
Insurance & Technology
June 10, 2009
Anthony O'Donnell |
The Key to Keeping Customers Is Getting to Know Them Carriers that get to know their customers well -- by effectively leveraging collected data and by simply listening to what they say -- have a huge advantage in a tough insurance market. |
Search Engine Watch
September 14, 2010
Kevin Gibbons |
10 Top Online Travel Marketing Tips Compete and drive sales in the travel sector using this advice on paid search budget planning, user-generated content, search engine optimization, and much more. |
CRM
July 1, 2009
Donna Fluss |
Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction. |
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 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. |
Search Engine Watch
May 23, 2008
Elisabeth Osmeloski |
What's In Your Travel Tool Bag? - Part 2 Have we become oblivious to basic principles of marketing? How about creating a product that fulfills a specific need, is well positioned against its competition, is priced appropriately, and is promoted within the right context? |
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. |
Fast Company
Evie Nagy |
To Get More Useful Feedback On Your Products, Watch And Learn How Path Does It Cynthia Samanian, product manager at the growing private, mobile-only social network Path, is responsible for bringing together teams in engineering, design, finance, and other departments to effectively implement new features. |
CIO
May 1, 2003
Susan H. Cramm |
An All-Around Waste of Time Full-circle or 360-degree feedback assessments must meet three conditions to be useful: tailored, internalized and followed up. |
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. |
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 1, 2015 |
Waypoint Releases TopBox Account Engagement Platform TopBox offers feedback metrics for B2B firms. |
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. |
CRM
April 23, 2015 |
AnswerDash Launches New Web Analytics Features AnswerDash Analytics provide instant insight into Web users' behavior. |
CRM
February 2011
Donna Fluss |
Customer Service Initiatives for 2011 Tough economy erodes customer loyalty, but there are ways to rebuild it. |
