Newsletters
Customer Relationship Management News NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
Home CRM Systems Customer Service Contact Centers Business Intelligence More Topics...
Press Releases
24/7/365 Network Uptime!
Average Rating:
Rate this article:  
The Top 10 Voice of the Customer Best Practices
The Top 10 Voice of the Customer Best Practices

 
March 30, 2010 1:43PM
The Top 10 Voice of the Customer (VOC) Best Practices -- New Paper from Allegiance, Inc. and Endeavor Management -- Provides key insights on how to win the race for customer trust and business
 



SALT LAKE CITY, March 30, 2010 -- With the recent failures of big financial institutions, consumers have been left wondering, "Who can we trust?" To restore consumer confidence and improve customer relationships, companies must gain a better understanding of customers' needs, wants and concerns. Allegiance, Inc., a leading provider of Voice of the Customer (VOC) solutions, and Endeavor Management, today announced the availability of the complimentary white paper "The Top 10 Voice of the Customer (VOC) Best Practices," which provides no-cost, practical ways to implement and build customer feedback programs.

"Today, businesses must have a formal Voice of the Customer program in place to systematically capture, manage, and act on customer feedback across the enterprise and ensure that feedback gets incorporated into their organization," said Kyle LaMalfa, best practices director and loyalty expert for Allegiance, Inc. "Along with this, companies must ensure that they are putting the right people, processes and technology in place to support these programs."

The paper includes successful VOC programs used by industry leaders Amazon, Best Buy and Ultradent. Some of the practices that ensure an effective VOC program include:

    1. Open the gates to customer feedback: An important part of staying in touch with customer needs and wants is gathering customer feedback such as concerns, complaints, questions, suggestions, and ideas. Companies should strive to gather feedback that is both useable and actionable.

    2. Make feedback collection part of the routine: Companies must not only gather customer feedback on a regular basis, but also respond to it quickly, as consumer behavior can change in an instant. Responding in a timely manner increases the likelihood that a customer will buy again, especially if the company resolves the complaint in the customer's favor.

    3. Know what the feedback says: Customer-centric organizations continually aim to understand what customers are trying to tell them, where customer feedback is coming from, and the underlying factors that are driving customer satisfaction or dissatisfaction. In other words, they understand both the data and the factors that may be affecting that data.

    4. Take real and deliberate action: Companies need to be both organized and prepared to respond to and act on customer feedback. This includes having a systematic feedback program in place that defines who will respond to the feedback, how and when, and what the company's general policy will be for taking action on customer feedback. They should also evaluate whether or not that action had a positive impact on their customers' experience, loyalty and engagement. (continued...)

    1  |  2  |  Next Page >

     

    Tell Us What You Think
    Comment:

    Name:



APC has an established a reputation for solid products that virtually pay for themselves upon installation. Who has time to spend worrying about system downtime? APC makes it easy for you to focus on business growth instead of business downtime with reliable data center systems and IT solutions. Learn more here.


 Press Releases
1.   Enghouse's CCE: Product of the Year
2.   Zendesk Expansion Delivers Jobs
3.   Dragon NaturallySpeaking 13 Debuts
4.   Web Platform Ezoic Launches
5.   Philips: We're Onto the Next Big Thing


advertisement
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
IBM Beefs Up Identity Intelligence Security Solutions
Big Blue is betting big on identity intelligence. IBM just acquired a private firm with security software to govern user access to apps and data across cloud and on-premise environments.
 
Tor Internet Privacy Service Warns Users It Was Breached
You may never have heard of the Tor Project, but the Internet privacy service is making headlines. Tor’s devs say users might be victims of an attack launched against the project earlier this year.
 
Canadian Government Charges China with Cyberattack
The government of Canada is not happy with China. Canadian officials have accused "a highly sophisticated Chinese state-sponsored actor" of launching a cyberattack on its National Research Council.
 

Enterprise Hardware Spotlight
AMD's ARM-Based Opteron Out in $3K Dev Kit
It's dubbed "Seattle" and it's AMD's first 64-bit ARM-based Opteron processor. The low-power chip is being released as part of AMD’s Opteron A1100-series developer kit, and aimed at high-end data center needs.
 
Apple Updates MacBook Pros, Cuts Prices Up to $100
The popular MacBook Pro laptop line just got an update and a price cut of as much as $100. The MacBook Pro with Retina display now includes faster processors and double the memory.
 
Dell, BlackBerry Not Sweating Apple-IBM Alliance
IBM's recent move to partner with Apple to sell iPhones and iPads loaded with corporate applications has excited investors in both companies, but two rivals say they are unperturbed for now.
 

Mobile Technology Spotlight
Virgin Mobile Offers Custom Smartphone Plans
As the wireless carrier wars continue heating up, Virgin Mobile just threw the customization coal onto the fire. The firm has debuted a no-annual-contract plan with rates based on individual use.
 
Collaboration Provider Asana Revamps Mobile App
Asana, a collaboration software provider started by a Facebook founder, is now out with a rebuilt native iOS mobile app. It replaces one that even the company admits was not up to par.
 
FTC Wants Fix for 'Perfect Scam' of Mobile Cramming
The U.S. Federal Trade Commission has issued new guidelines to curb “mobile cramming,” a troublesome practice that adds unauthorized third-party charges to mobile phone bills.
 

Navigation
CRM Daily
Home/Top News | CRM Systems | Customer Service | Contact Centers | Business Intelligence | Sales & Marketing | Customer Data | CRM Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.