Archive | Voice of Customer

Reviews 2.0: OpenTell's authenticated customer feedback changes the game

There’s no question that the so-called “social customer” has changed the balance of power. I think Dave Carroll, the creator of the famous United Breaks Guitars video said it best: “No customer is statistically insignificant.” Customers who are mistreated, or delighted, can freely post on Twitter, Facebook, blogs, or review sites. For all the talk […]

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Confirmit's VoC product strategy focused on Horizons platform

This past week I attended Confirmit‘s annual customer conference. I spent some time with CEO Henning Hansen and other executives, to get an update on their business, integration of CustomerSat (acquired in 2012) and product roadmap. The big picture: Confirmit has a thoughtful strategy to compete as a leader in solutions for both Voice of […]

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ResponseTek closes CX feedback loop with new mobile app

Over the past 10 years, perhaps more, I’ve been following the so-called Enterprise Feedback Management (EFM) industry. Getting, and acting upon, customer feedback is one of the most important habits of customer-centric firms. I’ve always been mystified why the CRM industry didn’t embrace these sorts of solutions, despite all the rhetoric about customer loyalty. Thankfully, […]

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Smarten Up the B2B Customer Experience: 5 Big Ideas

Last week I had the pleasure of attending the B-to-B Customer Experience Summit, organized by Walker, a customer intelligence consulting firm. This two-day conference, the first CX event focused exclusively on B2B, was a big hit with attendees — CX leaders representing prominent brands in technology, telecom, distribution and more. The keynotes were amazing, and […]

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Voice of Customer 2.0 = Acting on Feedback, Creating Business Value

I know, that “2.0” thing has been overdone. It’s been used to signify the next generation of the Internet (Web 2.0), collaboration (Enterprise 2.0) and much more. When it comes to Voice of Customer (VoC), however, I’d like to take a different tack this time. It’s true that VoC efforts have changed in recent years […]

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