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.
Archive for the ‘Online communication’ Category
Voice of the Customer Software: 8 Things to Look For
Tuesday, August 30th, 2011
The right Voice of the Customer software can help you better understand your customers. However, because Voice of the Customer (VoC) is a fairly new term, not all software developers know how to create effective solutions. For this reason, we recommend Voice of the Customer software applications that have been designed by customer experience professionals. Below, you’ll find eight characteristics of superb Voice of the Customer software. Use this list to help you decide on a customer engagement software provider.
Conversational Marketing: How Voice of the Customer (VOC) Systems Can Help
Tuesday, June 7th, 2011
A few weeks ago, I emailed iTunes to inquire why a gift card I had received wasn’t working. Every step of my attempt to get the gift card validated was frustrating. First, the company asked me to send them evidence that the card had been purchased, which of course I didn’t have because it was a gift card. Second, I was bounced from department to department, and from subcontractor to subcontractor, until I felt dizzy with confusion. The most frustrating thing of all was that I had to explain my story to each new person I spoke with. No one seemed to have a trail of breadcrumbs explaining my circumstances. Even the managers asked me to repeat my whole story. Today, the situation remains unresolved. The result? I am avoiding buying anything from iTunes. And I have shared my story with at least five friends (and now, with all of you). My friends listen to me. Why should I do business with companies who won’t grant me the same respect?
Leadership and Communication: How to Improve Communication Between Managers and Executives
Tuesday, November 17th, 2009In his bestselling book E-myth Mastery, business writer Michael E. Gerber highlights five essential qualities for entrepreneurial success: (more…)
Recruiting 2.0: How social networking sites can help you hire employees.
Monday, September 28th, 2009
Since most jobs are snagged through personal connections, who you know has always been important. Now, the ubiquity of social networks has added another consideration: Who are you connected to online? As it turns out, that’s an important question for hiring managers, too. Potential employees aren’t the only ones using social networks; savvy recruiters are also using their online networks to expedite the hiring processes.