It’s now commonplace for companies to ask for customer feedback by email, phone or even the mail. But that’s just one factor in VOC success. CustomerThink research has identified the following five major pitfalls to VOC success: 1. Lack of executive support to drive change Being customer-centric is easy to say but hard to do [...]

When times get tough, it’s tempting to put “customer-centricity” on the back burner. But it doesn’t have to be that way. In this blog post, Bob Thompson, CEO of CustomerThink, offers some tips on how to weather the economic storm.