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 [...]

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.
That [...]

While many business managers see only doom and gloom ahead, some are focusing on a new way to unlock a prosperous future – even in a tough recession. Through the game-changing principle of engagement, companies can learn to use technology and best practices to extract new revenue from their existing customer base.