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VOICE OF THE CUSTOMER
Voice of the customer (VOC) is a term used to describe the process of capturing a customer's qualitative experiences and feedback, organizing the content into categories for analysis, and then analyzing and acting on feedback based on relative importance and sentiment. The term has recently gotten additional attention as leading companies have begun using text mining and text analytics to automate the capture and analysis of "voice of the customer" content from the Web, CRM, and survey sources.
Voice of the Customer is part of Business Exchange, suggested by
Sid Banerjee.
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Connecting Brands, Leaders, Employees, and Customers (by Bruce Temkin)
As we prepare to welcome in 2013, I took a look back at 2012. It’s been a fun year for Temkin Group research.
As you’ve probably noticed, our research is full of rich data from companies and consumers. So I looked through my...
Having recently moved from client side to Consultancy, I found lots of little surprises when switching places.
Surprising new consumer research results show Creed Perfume's Spring Flowers has a significant gap in generating an...
“You want me to fire some customers and give up hard-earned revenue! What kind of advice is that?” A company should...
The report can be downloaded for $195 We just published a Temkin Group data snapshot, How Consumers Give Feedback, 2012.
I decided to tap into the energy surrounding the U.S. presidential election by doing a Net Promoter Score (NPS)...
So what are people talking about Airline Brands? Complaining or sharing experiences? Simplify360 research team can...
Research shows that customer experience is highly correlated with loyalty. While any company can improve portions of...
In a recent Temkin Group study, we surveyed 87 CX vendors, a group that consists of companies such as VoC software...
Beyond the Arc consulting provides our clients strategic guidance and hands-on execution to improve their customer...
In this series of posts, we examine some of the top mistakes companies make in their customer experience management...
2012 was a very active year for customer experience management. I expect 2013 to be an even more robust year as we move...
To focus your efforts across millions of customer comments, classifying and analyzing the data helps you accurately...
We just published a Temkin Group report, The Future of Customer Experience. It examines the evolution of the overall CX...
Top Sources: Voice of the Customer
- experiencematters.wordpress.com
- customermanagementiq.com
- smallbusinessbrief.com
- business-strategy-innovation.com
- innovationexcellence.com
- cccbuzz.exbdblogs.com
- buyerpersonainsights.com
- experiencematters.wordpress.com
- loyaltymonitor.ca
- sloanreview.mit.edu
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Jobs in this Topic
Software Engineering Manager- Voice Solutions for Mobile Computing
Motorola Solutions
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Holtsville, NY
Posted: May 18
Trader Systems Voice Engineer- Jersey City, NJ or Stamford, CT
Computer Sciences Corporation (CSC)
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Jersey City, NJ
Posted: May 20