InMoment XI

FEBRUARY 15, 2011

The names we give them vary from company to company: rogue, unofficial, unsanctioned, ghost, one-off. Voice of Customer (VOC) experts appreciate the power of a neat customer feedback strategy. But in many organizations, there is no central authority governing how, when and why customers are surveyed. When your customers are surveyed in a disjointed, illogical and inconsistent manner, both your VOC initiative and your customer relationships suffer.

Survey 200

Survey Government Voice of Customer Customer relationships 200

Service Untitled

FEBRUARY 17, 2011

On January 21, a customer service agent for 39DollarGlasses.com has been lauded as a hero after some quick thinking. Customer service representative Donna Petrosini was speaking with Karen Ford, a customer since 2008, when Ford began to slur her words and dropped the phone. And 800 miles away, Karen Ford, a wheelchair bound Northwest Georgia resident was indeed in trouble.

Customer Service Representative 69

Customer Service Representative Customer Service Hospitality Banking 69

InMoment XI

FEBRUARY 15, 2011

The names we give them vary from company to company: rogue, unofficial, unsanctioned, ghost, one-off. Voice of Customer (VOC) experts appreciate the power of a neat customer feedback strategy. But in many organizations, there is no central authority governing how, when and why customers are surveyed. When your customers are surveyed in a disjointed, illogical and inconsistent manner, both your VOC initiative and your customer relationships suffer.

Survey 200

Survey Government Voice of Customer Customer relationships 200

InMoment XI

FEBRUARY 15, 2011

The names we give them vary from company to company: rogue, unofficial, unsanctioned, ghost, one-off. Voice of Customer (VOC) experts appreciate the power of a neat customer feedback strategy. But in many organizations, there is no central authority governing how, when and why customers are surveyed. When your customers are surveyed in a disjointed, illogical and inconsistent manner, both your VOC initiative and your customer relationships suffer.

Survey 200

Survey Government Voice of Customer Customer relationships 200

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Customers

Service Untitled

FEBRUARY 15, 2011

At one time only large organizations could afford the expense of customer surveys. Third party companies would construct and conduct the questionnaire, send them out to customers and clients, and tally up the results. Unfortunately, by the time the results came back, the product or the service was outdated. Surveys need to provide immediate actionable information that can boost performance and build trust and confidence.

Survey 46

Survey Feedback Customer Confidence Customers 46

Service Untitled

FEBRUARY 16, 2011

The American Customer Satisfaction Index (ACSI) shows customer satisfaction dropping to a level on par with the recession of 2008. The ACSI scores organizations on a 1 to 100 national level in ten economic sectors, rating 45 industries and over 225 companies including e-commerce and e-business. According to statistics, all economic sectors were down, but large companies still have the definitive edge simply because they can offer lower prices than their smaller competition.

Customer Satisfaction 42

Customer Satisfaction Retail Insurance Customers 42

Service Untitled

FEBRUARY 15, 2011

The American Customer Satisfaction Index (ACSI) shows customer satisfaction dropping to a level on par with the recession of 2008. The ACSI scores organizations on a 1 to 100 national level in ten economic sectors, rating 45 industries and over 225 companies including e-commerce and e-business. According to statistics, all economic sectors were down, but large companies still have the definitive edge simply because they can offer lower prices than their smaller competition.

Customer Satisfaction 40

Customer Satisfaction Retail Insurance Customers 40