Articles
Tag: voice of customer (page 4)
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From Surveys to Transformation: Take Your Customer Experience to the Next Level
To pursue true customer experience transformation, brands should consider the three C’s of great customer experience: capacity, competence and capability.
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Are Your Customers Shouting Into the Void?
Don't ignore your customers. Give your customer-facing teams access to intelligent content so they can provide personalized responses to customer problems.
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Real Engagement Trumps Social Media Listening
By directly engaging customers, brands will receive more accurate data about consumer sentiment than they would on social media
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Empathetic Marketing Creates Emotional Customer Experiences
Do you really know how to satisfy your customers' emotional needs? Just as you seek to discover what your customers want, it's essential to also identify the deeper emotion-based needs of specific audiences. Addressing Customers' Emotional Needs Talk about emotional needs isn't new to the design community.
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Crowdsourcing the Voice of the Customer Through Feedback Management
Your customers are talking about you. Are you listening? While more and more companies are embracing the voice of their customer, what the customers says isn’t always true or accurate.
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When a Customer Calls: Optimizing the Customer Experience Across All Channels
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.
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Spredfast Adds Bazaarvoice to Improve the Voice of the Customer
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.
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Actiance Predicts Social Governance, Increased Complexity as 2013 Social Business Trends
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.
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Confirmit Horizons v17.5 Extends Cross-Channel Market Research Capabilities
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. One interesting new feature of Horizons Version 17.5 is an enhanced ability to integrate unstructured text analytics with surveys and other data sources.
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Customer Engagement: Mobile Matters
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.
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Confirmit Launches Updates for Multichannel Engagement
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.
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Capturing the Wave: Forrester's View of Enterprise Feedback Management
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.
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Do You Listen and Engage With Your Customers? You Should Be
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’
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Mobile Enterprise: iPhone OS 4 Gets Viable, BlackBerry Goes Social
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.
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