Voice of the Customer Posts
I’ve observed the workings of call centers in a variety of industries, and I have always been chagrined at their reactive nature and the lack of focus associated with call center activitie...
I’ve already talked about the importance of
The Key to Making Your Voice of the Customer Actionable: Choosing the Right Metric
Published: 2009-06-17
Published: 2009-06-17
The key to profitably increasing revenue and market share lies in creating and delivering superior competitive value—and this is especially true in a lean economic environment. Ask all your customers—business or consumer—about any r...
Welcome to the Voice of the Customer (VOC) column, where I will be discussing new ways to collect, analyze and deploy the Voice of the Customer (VOC) for improved profitability and market share gains. The focus of this Voice of the Customer c...
