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Southwest Airlines and Case-Mate on Leveraging Social Media to Gather Customer Feedback
Voice of the Customer (VOC) is something your company needs to be listening to. If you aren’t listening for customer feedback online and your VOC is falling on deaf ears, your company will be in for a rude awakening.Navigating the social Web is one of the most powerful ways for your brand to act as a listening board.At this year’s 2009 Customer Feedback Week conference, Steve Latham, founde....more |
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Author: Steve Latham Tags: voice of the customer | voc | customer feedback |
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Using New Media to Listen to Customers
Social media has changed how we think about marketing. Word of mouth has always been the most influential with regard to purchase decisions, but historically word of mouth was limited on how far it could travel. Today word of mouth can circulate around the world in a matter of minutes! Steve Latham, founder |
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Author: Blake Landau Tags: call center | voice of the customer | Spur Interactive |
Know Your Customers: Three Steps to Increasing Customer EngagementIn today's brutal economy, creating messages that resonate with customers is the only way to differentiate products and services. A little-known secret is the importance of “tribe,” or sense of belonging, to buyers. In fact, “tribe” is more important than price in customer decision |
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Core Values and Customer Loyalty: Do You Have What it Takes?
Marketing will never be the same. The way marketers manage the relationships between organizations and customers has changed forever, and, for the first time, the responsibility for managing the brand has been transferred to the consumer.Your brand has become fluid (whether you were aware of this or not) and the cornerstones of your retention and reputation management strategy have shifted. Half-executed cu....more |
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Author: David Cliche Tags: customer | customer experience | David Cliche |
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Turning VOC into a Strategic Weapon in an Economic Crisis
Welcome to the Voice of the Customer (VOC) column, where I will be discussing new ways to collect, analyze and deploy the Voice of the Customer (VOC) for improved profitability and market share gains. The focus of this Voice of the Customer column will be on making your Voice of the Customer more actionable for smarter cost reductions and targeted revenue growth. I’ll be talking about the impo....more |
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Author: Reg Goeke Tags: customer value matrix | customers | voc |
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I recently found your content "Turning VOC into a Strategic Weapon in an Economic Crisis." It's a gr
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