Articles
Tag: voice of the customer (page 5)
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Sifting Through Text to Find What Customers Want
Can text analytics find stale buns? Apparently so, according to customer experience vendor InMoment. For an unnamed national restaurant chain, the Salt Lake City-based company analyzed unstructured text feedback from customers and surfaced frequent reports of stale buns in some locations.
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Avoid Churn: A B2B Guide to Voice of the Customer
Customer experience (CX) and Voice of the Customer (VoC) programs are fast-growing segments of a core business strategy for B2B companies. VoC programs work well for B2B enterprises because capturing and acting on customer feedback is critical to understanding the complex decision-making process.
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Mindshare's OpenTell Gives Real Customers a Voice
“I asked for ‘Grilled Steak.’ And I got Pork. I said ‘No’ to smothered, and got smothered.” So read a recent restaurant review on the new OpenTell service from Mindshare, which allows certified customers only to express their unvarnished opinions.
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Companies Should Publicize All Feedback from Customers
Companies can't control what customers are saying about them on "unbiased" review sites like Yelp, Zagat or OpenTable. But they can make better use of the feedback they receive directly from their customers.
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IntelliResponse Launches VOICES, Sifts Through Customer Questions for Insight
With new VOICES, IntelliResponse analyzes customer questions to find out what they want. “A data scientist in a box.” That’s the way IntelliResponse describes its new VOICES analytics platform, released this week.
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Aberdeen Group Surveys Companies Best at Listening to the Customer
Via social media and other channels, marketing has become a conversation. But what is the customer saying? A new report from the Aberdeen Group attempts to find out. The report, “Voice of the Customer: Empowered Customers Bring a Wealth of Business Insight,” surveyed 366 businesses about their customer experience management.
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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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