Voice Of Customer News & Articles

As we wrap up our month-long focus on the customer life cycle experience, we’re reminded of how conventional methods of customer service have had to shift their goals, pushed by the convenience of social technologies for customers to ask questions, lodge complaints and seek more information from brands. Take the contact center -- live operators are standing by to take your call, but the truth is if you’re calling them, they know there’s going to be an issue.

Spredfast meet Bazaarvoice. For many of you, this may be the first time you’re hearing either name, but if you’re continually trying to effectively capture the voice of the customer, you may want to remember them. Today, the social marketing software provider has integrated Bazaarvoice’s technology into its social media management platform. As a result, brands will have the ability to monitor, manage and amplify ratings and reviews across multiple social channels such as Facebook, Twitter and LinkedIn.

Curious about what’s on the horizon for social business in this new year? According to its recently released predictions, Actiance expects social governance, compliance requirements and the increased use of social networks to directly affect social business strategies for 2013.

Confirmit is releasing version 17.5 of its Horizons SaaS multichannel market research solution. Features such as reporting, feedback/data collection and survey design have been enhanced.

In many ways, the rise of mobile as a feedback channel mirrors the introduction of online surveys ten years ago. While the adoption of any new channel will certainly raise a similar set of issues, this is where the similarities end.

When you think of social media, it used to be Facebook and Twitter that dominated. For many it may still be true, but in the last few years -- heck, months! -- several new social media channels have emerged. Whether it’s mobile apps like Instagram, boards on Pinterest, check-ins on GetGlue, or plus ones on Google+, there are many more channels to monitor customer engagement. Thanks to the launch of Confirmit Horizons Version 17, the latest release of its leading multichannel software solution, brand managers have more opportunities to engage customers, employees and research respondents in feedback programs across multiple channels. 

Another week, another wave. This week it’s enterprise feedback management (EFM) software, as evaluated by Forrester. Gathering feedback isn’t always easy, whether it be from customers or employees. Ultimately, however, feedback serves to drive customer-centric decisions, so it’s particularly essential that an effective system be in place.

As more and more companies engage their customers across social media platforms, they are realizing that it takes more than a dedicated staff to monitor their online presence. Thanks to Social Media Monitor, an advanced solution released by OpinionLab, companies have a way to capture and analyze consumers’ social media conversations.

As more companies capitalize on advancing mobile technology, emergent mobile tech offers both promises and pitfalls. Each week we aim to bring you the top stories affecting mobile in the enterprise. From operating systems to security to mobile collaboration, we’ll be sure to cover it.

This week we check out iPhone OS 4 , the iPad and what it'll do for your workday, how BlackBerry users are getting social in the enterprise and end with the (not screaming) voice of your customers.