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Articles
How Voice of the Customer Got Its Groove Back
The voice of the customer was lost amid the 90's techno boom, but it is back. And it is back with a vengeance. A recent Phelon Group/MarketingProfs survey found that 80% of companies sponsor either formal or informal VOC activities.
Today, VOC is comprised of customer perception of your brand; customer satisfaction and loyalty; customer input on future needs, and customer word of mouth advocacy. Organizations must tune in to all touch points to fully understand how customer's feel and think, how they act and what they say about your company and your competition.With ideas being exchanged at accelerated speed, a once-a-year business review or a one-time online loyalty survey will be long outdated before you see results. Promise Phelon, of Phelon Group, a customer leverage consulting firm, shares four key lessons in implementing VOC into your organization in How Voice of the Customer Got Its Groove Back.
Posted on July 23, 2006
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