In a report titled, “The Digital Universe Decade – Are You Ready?” EMC stated that in 2010 alone, 1.2 zettabytes of digital information was created. This is equal to: (more…)
Archive for the ‘Customer Feedback’ Category
If Insight Falls in a Forest of Data, Does Anybody Hear it?
Tuesday, January 24th, 2012Evaluating the Consistency and Quality of Your Customer Experiences
Monday, November 7th, 2011
We love the “wow” moments of customer service – when a committed employee goes above and beyond to make someone’s day or when a company goes out of its way to correct a service failure. But a customer experience strategy that relies only on superhero moments of great customer service is little more than a nice-sounding dream. A customer experience strategy must focus on creating experiences that are replicable and consistently great. To do this we have outlined seven important areas to evaluate:
Voice of the Customer Programs: 3 Hallmarks for Success
Wednesday, October 26th, 2011
Many Voice of the Customer programs fail to deliver business results. One reason for this is that companies often measure outdated metrics, such as customer satisfaction. Bloomberg Business Week and others have reported that as many as 60% of customers describe themselves as “satisfied” right before leaving a company, meaning that customer satisfaction is not a driver of loyalty.
Closed Loop Feedback: How to Let Customers Know You’re Listening
Wednesday, October 12th, 2011
Voice of the Customer programs shouldn’t leave customers hanging. Too often, companies gather feedback without sharing research results, with a predictable outcome: survey participants feel less inclined to participate in future surveys. This isn’t just a market research problem. Sure, the available respondent pool shrinks as consumers become frustrated with cliffhanger research. But even more importantly from a business perspective is the effect lack of follow-up has on customer engagement. Poor feedback management sends customers the message that you are willing to use them to get ahead—that you are less concerned with their time and effort than you are with meeting your research quotas.
What Social Media Means for your Voice of the Customer Strategy
Monday, September 26th, 2011
Within the customer engagement field, “social media” has become a sort of catchphrase for the latest, shiniest voice of customer program technology. Every day seems to bring the publication of a slew of press releases announcing the latest social media customer engagement gadget. These tools promise to integrate tweets, Facebook posts, comments, and every other bit of social media data with a company’s customer feedback program.