Join Business Exchange
to access the most
relevant content for you,
filtered by like-minded
business professionals.
Learn more

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. This topic contains 390 news and 128 blog items. Read updated news, blogs, and resources about Voice of the Customer. Find user-submitted articles and reactions on Voice of the Customer from like-minded professionals.

Most Active

The most active stories in this topic based on user activity.

Making the Most Out of a Social Media Crisismore

If you are experiencing a social media crisis with your business, it can either devastate you or you can turn it around...

Report: The Economics of Net Promotermore

Connecting Brands, Leaders, Employees, and Customers (by Bruce Temkin)

Looking Back at Temkin Group’s 2012 Research « Customer Experience Mat...more

As we prepare to welcome in 2013, I took a look back at 2012. It’s been a fun year for Temkin Group research.

Interesting CX Data Tidbits From 2012 « Customer Experience Mattersmore

As you’ve probably noticed, our research is full of rich data from companies and consumers. So I looked through my...

From Client to Consultancy - four myths dispelledmore

Having recently moved from client side to Consultancy, I found lots of little surprises when switching places.

Creed Perfume'€™s Desire Problemmore

Surprising new consumer research results show Creed Perfume'€™s Spring Flowers has a significant gap in generating an...

An Innovative Look at Your Customers – Fire Somemore

“You want me to fire some customers and give up hard-earned revenue! What kind of advice is that?” A company should...

Data Snapshot: How Consumers Give Feedback, 2012 « Customer Experience...more

The report can be downloaded for $195 We just published a Temkin Group data snapshot, How Consumers Give Feedback, 2012.

Assessing Customer's Requirement Using Kano Modelmore

Net Promoter Scores For Obama And Romney « Customer Experience Mattersmore

I decided to tap into the energy surrounding the U.S. presidential election by doing a Net Promoter Score (NPS)...

Healthy + Wealthy = Happy « Customer Experience Mattersmore

CX Reading List For Executives « Customer Experience Mattersmore

17% of Social Conversation on Airlines is Negativemore

So what are people talking about Airline Brands? Complaining or sharing experiences? Simplify360 research team can...

Report: The Four Customer Experience Core Competencies « Customer Expe...more

Research shows that customer experience is highly correlated with loyalty. While any company can improve portions of...

eBook: 10 CX Mistakes to Avoid « Customer Experience Mattersmore

My Manifesto: Great Customer Experience Is Free « Customer Experience ...more

CX Vendors Are Surging « Customer Experience Mattersmore

In a recent Temkin Group study, we surveyed 87 CX vendors, a group that consists of companies such as VoC software...

Beyond the Arc | Customer Experience Strategy, Data Analytics, Voice o...more

Beyond the Arc consulting provides our clients strategic guidance and hands-on execution to improve their customer...

Report: The State of CX Management, 2012 « Customer Experience Mattersmore

Temkin Experience Ratings Spotlight: Charles Schwab « Customer Experie...more

CX Mistake #2: Over Relying on Customer Surveys « Customer Experience ...more

In this series of posts, we examine some of the top mistakes companies make in their customer experience management...

Report: The ROI of Customer Experience « Customer Experience Mattersmore

13 Customer Experience Trends to Watch in 2013 « Customer Experience M...more

2012 was a very active year for customer experience management. I expect 2013 to be an even more robust year as we move...

How Classifying Data Drives Value in Your Voice of the Customer Progra...more

To focus your efforts across millions of customer comments, classifying and analyzing the data helps you accurately...

Report: The Future of Customer Experience « Customer Experience Matter...more

We just published a Temkin Group report, The Future of Customer Experience. It examines the evolution of the overall CX...

Topic Feed: Most active content in Voice of the Customer

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

Most Active Users in this Topic

see all contributors in Voice of the Customer

Featured White Papers

Post a Job

Jobs in this Topic

Cisco Voice Technician Equivoice | Chicago, IL
Posted: May 3
Software Engineering Manager- Voice Solutions for Mobile Computing Motorola Solutions | Holtsville, NY
Posted: May 18
Trader Systems Voice Engineer- Jersey City, NJ or Stamford, CT Computer Sciences Corporation (CSC) | Jersey City, NJ
Posted: May 20
Voice/Data Communications Engineer (Entry Level) BAE Systems | Bolling Afb, DC
Posted: May 3
Tech Customer Assurance (Voice/VoIP) Kineticom | O Fallon, MO
Posted: May 20

Report comment contains invalid characters. ()
cancel
Search Cancel