Author Archive

Lessons from Baseball for Voice of the Customer

05.24.10 | Author: Al Nevarez | Posted in EFM, Voice of the Customer (VOC), social media | 5 Comments »
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What do Billy Beane, the General Manager of the Oakland A’s, and your
company’s Voice of the Customer (VOC) initiatives have in common? Metrics, analytics, and
insights that can provide teams and businesses with unfair advantages.

2 Things You Should Be Doing on Twitter Right Now

03.17.10 | Author: Al Nevarez | Posted in EFM, customer feedback, social media | 3 Comments »
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Social media is here. Your customers are talking. And they’re talking publicly. Twitter has a large user base and provides a simple application and interface to get you started. What should you do? 1. Search Twitter for your company’s name, brands, products, or services 2. Search Twitter for your competitor’s company name, brand, products, or [...]