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VOICE OF THE CUSTOMER

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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 337 news and 127 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.

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NPS: Do or do not… there is no trymore

Not all companies use a formal customer feedback mechanism like the Net Promoter Score* (NPS).  Asked or not, your...

pivotpointsolutions.net. Added to topic by Andrew McFarland on May 29, 2012
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Broadcasting the Voice of the Customermore

The voice of the customer tells us what about our product or service that customers find valuable, and what they find...

bradenkelley.com. Added to topic by Braden Kelley on May 22, 2012
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Assess Your Four Customer Experience Competencies « Customer Experienc...more

experiencematters.wordpress.com. Added to topic by Bruce Temkin on May 16, 2012
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Net Promoter Score and Market Share For 60 Tech Vendors « Customer Exp...more

experiencematters.wordpress.com. Added to topic by Bruce Temkin on May 14, 2012
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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...

beyondthearc.com. Added to topic by David Jones on May 11, 2012
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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...

beyondthearc.com. Added to topic by David Jones on May 11, 2012
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Temkin Experience Ratings Spotlight: Charles Schwab « Customer Experie...more

experiencematters.wordpress.com. Added to topic by Bruce Temkin on May 11, 2012
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Report: The State of CX Management, 2012 « Customer Experience Mattersmore

experiencematters.wordpress.com. Added to topic by Bruce Temkin on May 8, 2012
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Temkin Experience Ratings Spotlight: Sam’s Club « Customer Experience ...more

experiencematters.wordpress.com. Added to topic by Bruce Temkin on April 27, 2012
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How IT Professionals Share Feedback About Vendors « Customer Experienc...more

experiencematters.wordpress.com. Added to topic by Bruce Temkin on April 11, 2012
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Report: The ROI of Customer Experience « Customer Experience Mattersmore

experiencematters.wordpress.com. Added to topic by Bruce Temkin on March 28, 2012
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Industry Details for 2012 Temkin Experience Ratings « Customer Experie...more

experiencematters.wordpress.com. Added to topic by Bruce Temkin on March 22, 2012
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Report: 2012 Temkin Loyalty Ratings « Customer Experience Mattersmore

experiencematters.wordpress.com. Added to topic by Bruce Temkin on March 20, 2012
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Who Are the Customer Experience Stars? - Think customers: The 1to1 Blo...more

1to1media.com. Added to topic by Bruce Temkin on March 16, 2012
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Good News: Customer Experience is Improving « Customer Experience Matt...more

experiencematters.wordpress.com. Added to topic by Bruce Temkin on March 15, 2012
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Data Snapshot: Customer Experience Expectations and Plans For 2012 « C...more

experiencematters.wordpress.com. Added to topic by Bruce Temkin on February 28, 2012
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CX Mistake #4: Treating All Customers The Same « Customer Experience M...more

experiencematters.wordpress.com. Added to topic by Bruce Temkin on February 16, 2012
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Report: 2012 Temkin Experience Ratings « Customer Experience Mattersmore

experiencematters.wordpress.com. Added to topic by Bruce Temkin on February 14, 2012
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What Drives Customer Loyalty Now?more

inc.com. Added to topic by Chada Washington on January 29, 2012
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Discussing 13 Customer Experience Megatrends « Customer Experience Mat...more

experiencematters.wordpress.com. Added to topic by Bruce Temkin on January 18, 2012
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Resources for Voice of the Customer Programs « Customer Experience Mat...more

experiencematters.wordpress.com. Added to topic by Bruce Temkin on January 18, 2012
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What’s The Beef? McDonald’s Gets The Customer-Centricity Treatmentmore

The key to satisfying all of your customers is to make the unsatisfied ones go away.

atomictango.com. Added to topic by Freddy J. Nager on December 10, 2011
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CX Insights From Marriott And JetBlue « Customer Experience Mattersmore

experiencematters.wordpress.com. Added to topic by Bruce Temkin on November 23, 2011
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Looking at How Customers Make Decisionsmore

What caught my eye is a recent paper by Dr. Hauser and his doctoral candidate, Daria Dzyabura, called Active Machine...

innovationexcellence.com. Added to topic by Braden Kelley on November 8, 2011
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Customer Intimacy and Empathy are Keys to Innovationmore

Just because a company is spending money on research (such as markets, customers, or new technologies) and development...

innovationexcellence.com. Added to topic by Braden Kelley on November 6, 2011
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Top Sources: Voice of the Customer

  • experiencematters.wordpress.com
  • customermanagementiq.com
  • business-strategy-innovation.com
  • cccbuzz.exbdblogs.com
  • buyerpersonainsights.com
  • sloanreview.mit.edu
  • mlcwideangle.exbdblogs.com
  • innovationexcellence.com
  • JDPower.com
  • sixsigmaiq.com

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Member Advisor/Blended-Chat, Email, Social Media, Voice C3|customercontactchannels | Salt Lake City, UT
Posted: May 24
Distribution Customer Experience Officer Citizens Financial Group | Dedham, MA
Posted: May 20
Network Administrator, Cisco Voice & Video Cox Communications | Atlanta, GA
Posted: May 28
UC Engineer for Pre/Post Sales-CCIE Voice Cisco Partner - Bluewater Communications Group | New York, NY
Posted: Nov 22
Voice Communications Engineer - 2nd Shift Northrop Grumman | Fairfax, VA
Posted: May 8

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