Getting executive buy-in is crucial to any successful VOC program. Here are three main points to keep in mind when working with your executive team.

In response to overwhelming demand, I’ve written this to serve as a resource for those looking to justify the budget and resources needed to add social media monitoring to their existing customer feedback / market research programs.  All the organizations and corporations listed herein are trademarks of those respective companies. A Case Study:  Will the [...]

Join the American Marketing Association for the free March 23 webcast titled, “Social Media – The New Frontier of Customer Feedback.” Speakers include Matthew Bowman, former CEO of Wi5Connect (a social media company) and Eric Weight of Attensity (text analytics expert). To register, go to http://bit.ly/ajOQop

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 [...]

Be sure to check out the Jan 21 webinar with Todd Rowe of SAP as he discusses why a survey is not enough for a complete VOC program. In this webinar, Todd will discuss: – The new role of surveys in the world of customer feedback / customer insight – New ways to listen to [...]

Bob Caruso is the former head of JD Power’s VOC Center of Excellence. He’s giving a webinar next Monday (Dec 10) on the top 10 best practices of VOC practitioners. He plans on doing a deep dive and field people’s questions. He’s also a former F4 fighter pilot from the Air Force so he is [...]