voice of customer

Looking for Your Next Big Idea? Ask Your Customers — and Really Listen

PHOTO: Sticker Mule Silicon Valley can at times seem like an idea factory, a Wonka Chocolate wonderland for inventing the future and disrupting the status quo. Belief in that idea has launched a thousand startups. So what if only a few reach the farther shore? That’s normal: new ventures and pursuit of the next big idea are a high-risk proposition. The next...

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Why Your Voice of the Customer Data Isn’t Actionable (and What to Do About It)

PHOTO: Jakob Owens Voice of the customer (VOC) initiatives have gone mainstream. Unfortunately, too many companies doom their VOC programs from the start. The problem isn't that brands aren’t collecting feedback. In fact, companies are gathering more feedback from customers and visitors than ever before. The problem is that brands fail to realize the primary value of VOC data. Information culled...

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Are Your Customers Shouting Into the Void?

Customers who feel ignored won't remain customers for long. Make sure you have a process in place to not only listen to, but act on your customer's feedback PHOTO: Isengardt Many years ago I ran the support organization for a small software company. We had a whiteboard on the wall opposite the area of the office where my team sat. Everyone walking to...

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Real Engagement Trumps Social Media Listening

Direct feedback from consumers improves the accuracy of consumer sentiment insights gained by social listening tools PHOTO: whereslugo Good customer intelligence can be as precious as gold for a brand’s marketers and business planners. Unfortunately, many companies are chasing after fool’s gold in their intelligence-gathering by using passive methods to monitor social media rather than engaging directly with customers. Making effective business decisions, including those involving what-if scenarios...

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