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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
May 2010
Roy Hessel |
Seeing Customers Clearly Online eye-wear retailer EyeBuyDirect.com brings its customer feedback into focus with Kampyle. |
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
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. |
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
October 1, 2007
Lior Arussy |
Imperfect Scores Is a new industry standard keeping executives from focusing on the relationships that matter? |
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
December 1, 2007
Marshall Lager |
Getting Connected with Surveys Covad achieves fat customer satisfaction with HyperQuality, an email-based survey product. |
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
November 2015
Patrick Gibbons |
CX Pros Can Make Their Mark Big challenges -- and big opportunities -- lay ahead for customer experience professionals |
CRM
October 2013
Woody Driggs |
Building a Consistent Customer Experience Focusing on employee engagement and culture will go a long way. |
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
September 2008
Robert Kiyosaki |
Hear This It may be hard to swallow, but negative feedback can get you heading in the right direction. |
CRM
July 9, 2015 |
Zappix Launches Visual IVR Survey Tool The Zappix Smartphone Visual IVR now supports a mobile survey tool for customer service interactions. |
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
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
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. |
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. |
Entrepreneur
August 2008
Romanus Wolter |
Let's Get Critical Constructive feedback can be a big boost for your business. |
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
November 27, 2015 |
ResponseTek Introduces Listening Lab ResponseTek's Listening Lab self-serve product empowers users to create and deploy ad hoc surveys. |
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
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
January 2, 2015
Marriann Cole |
4 Building Blocks for Improving Customer Service Listening to customers' voices shouldn't stop when the sale is made. |
CRM
June 2013
Leonard Klie |
T-Mobile Listens to Its Customers Surveying tool yields positive results for Austrian carrier. |
CRM
May 10, 2013
Syed Hasan |
Choose a Winning Combination of Customer Experience Metrics Improve customer loyalty with the right mix of customer experience management (CEM) solutions. |
CRM
February 17, 2012
Ashish Gambhir |
Leveling the Playing Field with Social Media Online feedback puts the spotlight on your customer service department. |
Job Journal
September 24, 2006
Bob Rosner |
Working Wounded: A Fair Approach to Feedback How to give negative feedback in a positive way. |
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
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
March 21, 2014
Scott Hirsch |
Customer Communities: The Centerpiece of CXM Six steps for offering engaging experiences. |
CRM
November 2013
Leonard Klie |
Philadelphia Insurance Listens to Customers The company sees retention increase after deploying a VoC solution from Confirmit. |
Bank Technology News
April 1, 2008 |
Closing the Loop On Client Feedback Collecting customer feedback, responding to complaints, identifying trends and translating all that data to front-line employees for better customer service has long been a particular challenge for banks. |
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
August 2013
Donna Fluss |
The Black Hole of Customer Surveys Don't ask for feedback if you're not going to act on it. |
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
December 15, 2011 |
Verint Upgrades VoC Analytics Solution Integrated text analytics is a new feature of Vovici Enterprise Feedback Management. |
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
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. |
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
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
July 1, 2015 |
Waypoint Releases TopBox Account Engagement Platform TopBox offers feedback metrics for B2B firms. |
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
July 29, 2010
Juan Martinez |
American Express, CDW, and Dell Honored for Customer Empowerment In the second-annual Voice of the Customer Awards, American Express, CDW, and Dell topped nearly 40 companies representing leading brands in financial services, healthcare, retail, technology, and travel. |
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
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
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
October 31, 2014
Kumaran Ponnambalam |
How Human Variability Can Improve Contact Center Performance Look beyond technology to serve your customers best. |
