voice of the customer

10 Common Voice of the Customer Mistakes

PHOTO: Brent Ozar We have the technology to listen to customers, but we're still not getting customer experience right. According to the State of Customer Experience 2017 report from business process services company Conduent, brands fail to provide 80 percent of customers with first-step resolutions. Further, 75 percent don’t provide enough support to encourage successful self-help.  Some brands have turned to Voice...

Read More

Bringing Value to Online Data

PHOTO: Kane Reinholdtsen As the influence of social media continues to proliferate, so does the volume of online consumer insights available to companies. The ability to successfully filter, capture and analyze actionable data is extremely lucrative for data-driven organizations. According to a 2017 McKinsey study, organizations that leverage consumer behaviorial insights outperform their competitors by 85 percent in terms of sales...

Read More

8 Tips to Win Executive Buy-in

PHOTO: Betsy Weber Apple CEO Tim Cook last year said in an interview with CNBC the company's stock price should be the result "of doing other things well." Specifically, he cited customer experience and making sure customers are treated well. It's great that the CEO of a company closing in on $1 trillion in valuation values the customer so greatly. Sabina...

Read More

Your Customers Are Speaking: Are You Listening?

PHOTO: freestocks.org If you’re a business owner and it isn’t clear to you that the customer’s voice is the most important voice to hear, you’ve been living under a rock. Now, more than ever, customers expect their needs to be met, and they expect their feedback to be addressed right here, right now. Now that social media has made it easier...

Read More

The Customer Is Always Right, Right?

PHOTO: Isaiah Rustad Potential customers often mistake Synup for a full service marketing agency. It isn't — its product focusses solely on managing the local marketing and reputation of businesses. It doesn’t take care of, for example, content marketing.  Another concept some customers don’t get is that Synup works on a subscription-based model, Synup's CEO Ashwin Ramesh said. Customers have told the firm they...

Read More

Let Voice of the Customer Shape Your B2B Content Marketing Strategy

PHOTO: Samuel Zeller Let’s face it — content is at the core of modern marketing communications. Content that is useful, helpful or entertaining will win mind-share and wallet-share as we move ahead into a marketplace where multiple parties are competing for the attention of potential customers. In order for your content to connect, you first have to learn what’s important to your...

Read More

Put Voice of the Customer Feedback Into Action With the Usability Approach

PHOTO: Hal Gatewood As a product manager and usability expert, I work with both marketing and R&D teams to deliver a product that meets users’ needs and expectations and provides value. Our approach is to build a product with a strong base that offers most of the expected capacities considered important for our particular domain. Then we bake in the capability for...

Read More