accountIn this episode of Voice of the Customer TV, Barry Berman, Hofstra University business professor and Director of...
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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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Where do you find the tools to make sure your customers are happy?
Every once in a while, you have to admit you just didn’t get it right. My recent post entitled Seven Buyer and Sales...
Optimizing revenue growth is by far the toughest assignment for sales and marketing today. While the concepts of the...
One of the interesting outcomes of the rise of Social Media, Demand Generation, and Content Marketing in 2010 was the...
Considering speech analytics as the next big investment in your contact center? Join CCC in our upcoming webinars...
Recording calls is an important part of service—but what happens when a customer doesn’t want to be on record? Members...
We, as a country, have just witnessed another mid-term election of the House as well as Governor races in various...
Understanding buyers today takes more than just figuring out who they are. In the pursuit to get at who buyers truly...
And now, I figured the Cubs had sent one more. Then I heard a “Wow, this is pretty cool.” Phil was standing in his...
By creating the notion that Lean Six Sigma primarily targets headcount reduction for cost savings only builds negative...
I recently published a research report called Consumers’ Likelihood To Recommend 133 Firms that examines how loyal...
The cheerful voice of the customer service AI roused Bokeerk from her trance. "It is my pleasure to inform you...
For many years experts and executives have expressed the view that customer service is the only basis for...
For the latest post in our January series on 2011 customer service resolutions, this week we focus on customer surveys.
Don’t put the cart before the horse as you expand your VOC program.
Voice of the Customer is an important strategy for any company looking to innovate and evolve. What used to be the job...
In general, reducing customer effort increases customer loyalty. But are there certain cases where customer effort is a...
In my last post, I described a management paradigm called Customer Capitalism; the theory, as put forth by Professor...
A Step By Step Approach
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
