HOME     MENU     SEARCH     NEWSLETTER    
CUSTOMER RELATIONSHIP MANAGEMENT NEWS. UPDATED 4 MINUTES AGO.
You are here: Home / Press Releases / Top 10 VOC Customer Best Practices
The Top 10 Voice of the Customer Best Practices
The Top 10 Voice of the Customer Best Practices
News as reported by the company Like this on Facebook Tweet this Link thison Linkedin Link this on Google Plus
PUBLISHED:
MARCH
30
2010


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:

Like Us on FacebookFollow Us on Twitter
TOP STORIES NOW
MAY INTEREST YOU
UCS Invicta: Integrated Flash Why wait for the future? Unlock the potential of your applications and create new business opportunities today with UCS Invicta Series Solid State Systems. Take advantage of the power of flash technology. See how it can help accelerate IT, eliminate data center bottlenecks, and deliver the peak application performance and predictability your users demand. Click here to learn more.
MORE IN PRESS RELEASES
Product Information and Resources for Technology You Can Use To Boost Your Business

NETWORK SECURITY SPOTLIGHT
Using Internet-connected devices without strong passwords is inherently risky, as illustrated by reports that a Russian Web site is showing live footage from thousands of people's webcams.

ENTERPRISE HARDWARE SPOTLIGHT
Doctor Who had K-9, the robot dog that accompanied him on adventures through space. Now, Mountain View has K5, a 5-foot-tall, 300-pound robot security guard patrolling in the Bay Area.

MOBILE TECHNOLOGY SPOTLIGHT
To better its customer service, Comcast is pulling out at least some of the stops. The cable giant has launched an app so you can track the cable guy in real time. It's designed to ease customer frustration.

© Copyright 2014 NewsFactor Network, Inc. All rights reserved. Member of Accuserve Ad Network.