Blogs about: Voice Of The Customer

Featured Blog

Customer First? or Customer Only?

Customer First? or Customer Only? Been reading a lot lately, trying to get caught up after spending so much time in the trenches doing some real work.  Almost everywhere I turn I read about “Cus… more →

eVergance Blog

Social Media does not make a good listener — 17 comments

Wim Rampen wrote 4 days ago: Social Media continues to be a “hot topic” in marketing and customer services discussion arena’s. To … more →

Tags: Customer Care Operations, Customer experience, Social CRM and Webcare, Customer Relationship Management, customerservice, scrm, Social CRM, Social Media, twitter

Commune, Collective, or Community - The Secret to Aggregating Users and Creating Value — 4 comments

Esteban Kolsky wrote 4 days ago: Are you organizing people the right way? I read a post from @TheBrandBuilder where he talked about d … more →

Tags: CRM, Customer Service, Communities, People, Marketing, Customer experience, Metrics and Measurement, social networking, Social Media

nothing will change until something changes

Rudy Vidal wrote 1 week ago: One of the most common hurdles in trying to improve the customer experience, is that we view the cus … more →

Tags: contact center management, Corporate Culture, Customer Satisfaction, extreme customer satisfaction, Contact center, Customer experience, Listening to the customer, try something new

A Methodology for Crafting Awesome Experiences - Part 5

Esteban Kolsky wrote 1 week ago: Part 1 – Introduction Part 2 – Strategic Measurement Framework Part 3 – Design Par … more →

Tags: CRM, Customer Service, Feedback, People, Processes, Change Management, Business Issues, Marketing, Customer experience

Congrats to VoC Winners: Experian, Progressive, and Vanguard — 1 comment

Bruce Temkin wrote 1 week ago: Well, it’s been a wild day; the Grand Hyatt was hopping today as we kicked off our Customer Ex … more →

Tags: Customer experience, Forrester's Customer Experience Forum, Microsoft, Cigna, Satmetrix, rightnow technologies, Vanguard, cardinal health, Experian

Inside Out B2B Social Media Communities

mgoetz wrote 1 week ago: It seems that in order to feel connected in social media communities, the trend is to create micro c … more →

Tags: B2B, Customer relationship, Social Media, social media marketing, Business to Business, Communities, Social Networks, word of mouth

Measuring Up Social Media Events for CRM — 16 comments

Esteban Kolsky wrote 2 weeks ago: How do you measure the effect of a conversation? Until now, and still continuing in most contact cen … more →

Tags: Business Issues, CRM, Customer experience, Feedback, loyalty, Metrics and Measurement, Customer Loyalty, Customer Satisfaction, Customer Service

It's not our fault, customers demand lower prices !

Rudy Vidal wrote 3 weeks ago:     During a seminar last week, someone asked the following question:  “More industries than … more →

Tags: Uncategorized

A Methodology for Crafting Awesome Experiences - Part 4 — 3 comments

Esteban Kolsky wrote 3 weeks ago: Part 1 – Introduction Part 2 – Strategic Measurement Framework Part 3 – Design I … more →

Tags: CRM, Feedback, People, Processes, Change Management, Business Issues, Marketing, Customer experience, Metrics and Measurement

I'll trade you SCRM for a Player to be Named Later

Esteban Kolsky wrote 3 weeks ago: It has been a flurry of activity around these parts with the discussion of what is Social CRM, wheth … more →

Tags: Business Issues, Communities, CRM, Customer experience, Feedback, customer relations, Customer Relationship Management, customer relationships, enteprise feedback management

How to (not) end up chasing more Geeze — 3 comments

Wim Rampen wrote 3 weeks ago: The Goose represents the Goals that we pursue in our lives dedicated to excellent customer service e … more →

Tags: Customer Care Operations, goose chase, Social CRM and Webcare, Contact center, CRM, Customer experience, loyalty, scrm, Social CRM

Telfort Social Media Update - Klachten verzamelen heeft zin -

Wim Rampen wrote 3 weeks ago: Translate in English via Google Translate Ik blog alweer even over Telfort. Zie mijn eerdere “ … more →

Tags: Customer Care Operations, loyalty, Social CRM and Webcare, Complaint management, Telfort

A Methodology for Crafting Awesome Experiences - Part 3 — 2 comments

Esteban Kolsky wrote 1 month ago: A Methodology for Crafting Awesome Experiences – Part 1, Introduction A Methodology for Crafti … more →

Tags: CRM, Customer Service, Feedback, Processes, Customer experience, customer experience management, loyalty, enterprise feedback management, CEM

Social Media Meets Good Old-Fashioned Service — 4 comments

Bruce Temkin wrote 1 month ago: In a recent briefing from RightNow Technologies, the SaaS (Software as a Service) CRM provider showc … more →

Tags: Customer experience, Customer Service, Social computing, rightnow technologies

Social Media Does Nothing to Enhance Loyalty — 6 comments

Esteban Kolsky wrote 1 month ago: Implementing Social Media has no effect on Loyalty. Loyalty is achieved over a long-time, building t … more →

Tags: Business Issues, CRM, Customer experience, Customer Service, People, customer experience management, Customer Loyalty, Experiences, facebook

Don't Use Twitter for Customer Service Unless... — 11 comments

Esteban Kolsky wrote 1 month ago: If you rush to use Twitter for Customer Service, you will fail. Twitter is not integrated with enter … more →

Tags: Business Issues, Change Management, Communities, CRM, Customer experience, Customer Service, Feedback, People, technology

Why keep chasing the wrong Goose? — 2 comments

Wim Rampen wrote 1 month ago: This is the 2nd article on Goose-chasing in Customer Services. The Goose represents The Goals that w … more →

Tags: Customer Care Operations, Customer experience, goose chase, performance metrics, Bereikbaarheidsonderzoek, Contact center, Customer Satisfaction, Customer Service, loyalty

Why Self-Policing Communities are Better for Your Organization

Esteban Kolsky wrote 1 month ago: Censoring your community will kill it. There are many organizations that would like to “implem … more →

Tags: CRM, Customer Service, Communities, Feedback, People, Marketing, Community, enterprise feedback management, censorship

A Methodology for Crafting Awesome Experiences - Part 2 — 1 comment

Esteban Kolsky wrote 1 month ago: (If you have not read the previous entry, the introduction to this methodology, you can do so here) … more →

Tags: Analytics, CRM, Customer experience, Customer Service, Feedback, Marketing, Metrics and Measurement, People, Processes


Have your say. Start a blog.

See our free features →

Related Tags
All →

Follow this tag via RSS

Find other items tagged with “voice-of-the-customer”:
Technorati Del.icio.us IceRocket