Tags » Voice Of The Customer

Report: Five C’s of Mobile VoC Disruption

We just published a Temkin Group report, Five C’s of Mobile VoC DisruptionBest Practices for Embracing the Power of Mobile in Your Voice of the Customer Program… 165 more words

Customer Experience

Beyond Listening to The Voice of The Customer / Employee

Customer gurus and technology companies push the need for the company to listen to the voice of the customer. Many companies, especially large companies, buy what they are selling. 508 more words

Customer Insight (inc VoC)

Improving Self-service Channels Effectiveness with Speech Analytics

High incoming call volumes lead to high cost of customer service. By empowering customer to self-help themselves, contact centers can not only decrease the number of incoming calls, but also reduce the overall cost of operations and improve customer satisfaction. 157 more words

First Call Resolution

[White paper] Are you ready to compete on customer experience?

New white paper: Are you ready to compete on customer experience?

According to research firm Forrester, 71% of business and technology leaders said that improving customer experience was a high or critical priority in 2015.1 Increasing focus on the customer experience, which ultimately drives retention and growth, makes sense. 173 more words

Text Analytics

Sacramento polling places seek Voice of the Voter feedback

It’s wonderful to see voter precincts in my hometown of Sacramento, CA handing out feedback requests along with the “I Voted” sticker. Even better from a user experience (UX) perspective, they  refer to it as the “voting experience.” 93 more words

Voice Of The Customer

What's the ideal B2B customer relationship?

Last week I attended a two-day Customer Advisory Board meeting with nine of our customers from industries including Distribution, Retail, Higher Ed, Healthcare, and Manufacturing. The question we were most anxious to get insight on is  317 more words

"Being Customer Oriented Isn't the Best Marketing Strategy"

“If I had asked my Customers what they want, they would have asked for faster horses”

“It’s really hard to design products by focus groups. A lot of times, people don’t know what they want until you show it to them.” …

664 more words