The Voice of Your Customer
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The Voice of Your Customer
Customer-Guided Strategy for Marketing, Customer Relations & Corporate performance - www.focigroup.com
Curated by Kurt Genden
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How ‘social intelligence’ can guide decisions - McKinsey Quarterly - Strategy - Strategic Thinking

How ‘social intelligence’ can guide decisions - McKinsey Quarterly - Strategy - Strategic Thinking | The Voice of Your Customer | Scoop.it
By offering decision makers rich real-time data, social media is giving some companies
fresh strategic insight.
A McKinsey Quarterly Strategy article.
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Make Room At The Meeting Table--For Your Customer

Make Room At The Meeting Table--For Your Customer | The Voice of Your Customer | Scoop.it
Do your customers really trust your company? Ask yourself: If you were the customer, would you trust your company? A few years ago I was hired to deliver a talk to some big corporate customers of Siemens AG.
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How Social Media Is Changing CRM

How Social Media Is Changing CRM | The Voice of Your Customer | Scoop.it

It’s big news these days for tech watchers: CRM software stalwarts are rapidly acquiring startups that enable businesses to manage the increasing number and variety of social media platforms better. That’s good news for businesses that don’t have seven- or eight-figure technology budgets. Big, deep-pocketed early adopters of what is being called Social CRM are paving the way for smaller companies with limited resources to adopt the best new methods quickly, affordably, and with fewer of the missteps that have plagued CRM programs over the years.

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Three Myths about What Customers Want

Three Myths about What Customers Want | The Voice of Your Customer | Scoop.it

Most marketers think that the best way to hold onto customers is through "engagement" — interacting as much as possible with them and building relationships. It turns out that that's rarely true. In a study involving more than 7,000 consumers, Harvard Business Review found that companies often have dangerously wrong ideas about how best to engage with customers. 

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Social Media Matters in Customer Experience Management

One of the most valuable tools for engaging with customers is likely resting at your fingertips. With the rapid adoption of the smartphone and the proliferation of social media apps on mobile devices, consumers and company representatives alike can engage, interact and instigate action. And, it even works for public entities.

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With Newfound Power, Consumers Raise Standards

In the quest for market share and mindshare in the 21st century, marketers find themselves in foreign terrain. Customers empowered by social media have taken over the driver's seat and are telling brands where, when and how they want to be interacted with. The question for marketers is whether this newfound power is significantly impacting brand equity.

 

A new Forrester study shows that the pillars of brand equity have indeed started to crack under the weight of consumers' higher standards. The 2012 North American Brand Performance Study evaluated how brand perception and engagement among 10 global brands is impacting brand preference, referral and pricing power.

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You're Too Complacent To Keep Your Customers

You're Too Complacent To Keep Your Customers | The Voice of Your Customer | Scoop.it

Only one quarter of American consumers are brand loyalaccording to a recent survey conducted by Ernst & Young.  Today comes the results of another survey, this one done jointly by Acxiom and Loyalty360, which sheds some light on why so few consumers are brand loyal. And it all comes to down one word: com·pla·cen·cy – a feeling of quiet pleasure or security, often while unaware of some potential danger.

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How to make your company think like a customer

How to make your company think like a customer | The Voice of Your Customer | Scoop.it

For too many companies, ensuring that every customer has a tailored experience remains an elusive goal. Indeed, in a survey of more than 140 North American companies, just 3 percent were identified as truly “customer-centric organizations.” Fully a third were found to be “customer oblivious.”  The stakes are high. Some studies suggest that failing to deliver a high-quality customer experience can result in a staggering erosion of a company’s customer base—a loss of as much as 50 percent over a five-year period.
Why do some companies succeed while so many fail?

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The Voice of the Customer Isn’t About Talking…It’s About Listening

“Voice of the customer” has been part of our marketing vocabulary for quite a while now. Gathering information about what customers expect, prefer and dislike is standard practice in marketing research.  But while we’ve been talking about and studying the voice of the customer … some big things have changed and it’s a sure bet that it will never be the same again.

 

The days of searching out the voice of the customer are over—it has decided to come to us.

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70% of Companies Ignore Customer Complaints on Twitter

70% of Companies Ignore Customer Complaints on Twitter | The Voice of Your Customer | Scoop.it

Despite increasing numbers of customers using Twitter to publicly complain about brands, the vast majority of companies respond in the exact same way….with the quiet of contempt. New research of Twitter complainants found that only 29% of those tweet gripes were replied to by the companies in question.

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Big Data Analytics a Key Enabler for Social CRM – Airlines Case Study

Big Data Analytics is a hot topic of discussion these days. But many feel that it is more of a “hype” and less of substance. In my opinion, Big Data Analytics is the real deal and if used correctly, can deliver great business results at a fraction of cost compared to other alternatives.

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Keep Customers at the Core of Decision-Making

Both Avon and Boston Scientific have replaced perceived beliefs and guesswork with data that comes directly from those who have the best knowledge of customers: employees. This is allowing them to take more customer-centric decisions.

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Three ways to get customer loyalty wrong

Three ways to get customer loyalty wrong | The Voice of Your Customer | Scoop.it

Customer loyalty is a topic that is more important than ever, as technology has created more consumer fragmentation, as well as creating message and brand overwhelm.  While it's a critical strategic endeavor for every company, even some of the largest brands in the world make significant customer loyalty mistakes. Here are three key ways that companies get their customer loyalty efforts backwards.

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5 Reasons Why Social Media Monitoring Urgently Needs Human Intervention

5 Reasons Why Social Media Monitoring Urgently Needs Human Intervention | The Voice of Your Customer | Scoop.it
Improving the accuracy (via automation) of your social media monitoring is simply not good enough.
Without human eyes to either validate mentions or spot check the data the accuracy rate will never be even close to 100%.
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In the digital data dance, consumers lead

In the digital data dance, consumers lead | The Voice of Your Customer | Scoop.it
We’re living in the era of the digital data deluge. Think about how often you check your bank balance online versus going to a teller, how many emails you receive a day, the number of hours you spend on your smartphone not making phone calls.
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To Keep Your Customers, Keep It Simple

Marketers see today’s consumers as web-savvy, mobile-enabled data sifters who pounce on whichever brand or store offers the best deal. Brand loyalty, the thinking goes, is vanishing. In response, companies have ramped up their messaging, expecting that the more interaction and information they provide, the better the chances of holding on to these increasingly distracted and disloyal customers. But for many consumers, the rising volume of marketing messages isn’t empowering—it’s overwhelming. Rather than pulling customers into the fold, marketers are pushing them away with relentless and ill-conceived efforts to engage.

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Brands warned to be careful over attempts at customer closeness

Brands warned to be careful over attempts at customer closeness | The Voice of Your Customer | Scoop.it

Brands who try to get too friendly with existing customers run the risk of overstepping boundaries and causing a negative reaction, according to a study by academic researchers.

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Social Business Intelligence: Wisdom from the Outside In

Social Business Intelligence:  Wisdom from the Outside In | The Voice of Your Customer | Scoop.it

With the digital revolution and various social media platforms, data equals intelligence and intelligence is wisdom. Social business intelligence is all about wisdom—the wisdom to listen, interpret and act authentically, tapping into the wants and needs of the billion-plus consumers who openly express their opinions online.

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How To Partner With Data Quality Pros To Deliver Better Customer Service Experiences

Customer service leaders know that a good customer experience has a quantifiable impact on revenue, as measured by increased rates of repurchase, increased recommendations, and decreased willingness to defect from a brand. They also conceptually understand that clean data is important, but many can’t make the connection between how master data management and data quality investments directly improve customer service metrics. This means that IT initiates data projects more than two-thirds of the time, while data projects that directly affect customer service processes rarely get funded.

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5 Worst Things You Can Say to a Customer

5 Worst Things You Can Say to a Customer | The Voice of Your Customer | Scoop.it

Almost nothing leads to a customer service meltdown more quickly than the use of one particularly offensive phrase. You know it. Heck, we all know it. However, just in case you aren't aware of it, here it is: the phrases that should never pass the lips of your customer service team.

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Kick Off A Successful Voice Of The Customer Program In 2012 - Start By Listening To Your Own Voice!

Many agree that listening to the voice of the customer is becoming more critical, but sometimes it's not clear where to begin when launching a broader corporate initiative. Organizations that have successfully implemented a Voice of the Customer (VoC) program often started by looking to the Voice of the Employee (VoE) first. This move makes perfect sense, as it's difficult to achieve an excellent customer experience if your employees are unhappy.

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3 Ways To Predict What Consumers Want Before They Know It

3 Ways To Predict What Consumers Want Before They Know It | The Voice of Your Customer | Scoop.it

The quest to identify opportunities for innovation starts with pinpointing problems customers can’t adequately solve today.  As Steve Jobs once said, “It is not the customer’s job to know what they want.” That’s absolutely right. It is yours.

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The ROI of a Great Customer Experience

The ROI of a Great Customer Experience | The Voice of Your Customer | Scoop.it

What does a company get by investing in a high-quality customer experience?  That was the central question behind Watermark Consulting’s very first Customer Experience Stock Performance Analysis, conducted back in 2009.  Each year since, we’ve refreshed the analysis with the latest data, watching to see if customer experience Leaders would continue to outperform customer experience Laggards. Now it’s time to reveal this year’s results…

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Customer Service Tops Social Discussions Across Industries

Marketers in various industries have different goals for their social media efforts, from direct response to branding to everything in between. And a vertical’s regulatory environment can lead to vastly different approaches and levels of engagement. But on the consumer side, one concern remains paramount: customer service.

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Forrester's Top 15 Trends For Customer Service In 2012

With 2012 still bright and full of hope for most of us, what are the key trends that customer service professionals need to pay attention to as you plan for success this year? Here are the top trends.

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