I was recently interviewed by Tom Hoffman of the 1to1 Blog about the growing use of smartphones and how it is affecting the collection of customer feedback. In the interview, I mentioned that it is important to first realize that today’s customers are in charge of the conversation. They want to speak to the company [...]

The best source of information about the quality of your products, service delivery, and processes is, of course, your customers. So you create a voice of the customer program to ensure you get that valuable insight. Sometimes, however, what customers tell you isn’t always easy to hear. Pardon the cliché, but that negative feedback is [...]

While doing my Christmas shopping this past season, it seemed most every store had a survey they wanted me to take. Their clerks dutifully circled the survey website with their pen and told me about a juicy incentive to get me to fill it out. Since I’m in the business I decided to take all [...]

Capitalizing on customer feedback requires more than the occasional sending of surveys in response to ad hoc business needs. It requires a strategic and ongoing dedication to hearing, listening, understanding and acting upon the VOC through a formal program built upon actively listening to customers and regularly taking a pulse of their level of engagement. [...]