accountOn the Harvard Business Review, Matt Dixon and Lara Ponomareff wrote a piece that caught my eye, "Why Your...
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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.
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Image via Wikipedia In the B2B world, the emergence of the Social Buyer is causing organizations to search for better...
When your company receives a complaint from a disgruntled customer, how does it respond? We take a look at different...
Brian Jameson gives a few past examples of social media as a weapon.
One of the attractions of social media is that it gives customers a way to get more personal with your company.
So how can you keep your customers for longer?
The chorus appears to be getting louder and louder on content marketing in bloggersphere, digital media, and...
While revisiting some collected innovation readings, I recognized that it might be important to briefly emphasize again...
Have you heard about Tello? It’s like the customer review website Yelp, except it is a smartphone app exclusively used...
One of the most fundamental concepts in economics is that of supply and demand. It has been the prevailing...
Many a brand, whether personal or business, would die a happy death to have a video go viral with over 500,000 views.
Baseone, the London based B2B Marketing Agency, released its 2nd annual Buyersphere Report 2011 this month.
We recently profiled a company’s transition from internal QA process to a customer-led view of quality.
What is the best channel to use when surveying your customers? Part two of a two-part post weighs the pros and cons of...
My recent research about what companies are doing in customer experience is a bit like a state of the union address.
How are the top companies using insight to stay resonant with their consumers? They've found innovative ways to listen...
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
