Voice of the Customer: How-to articles covering the latest marketing tactics, tips, and strategies.

• The Omni-Channel Retail Experience, or How Kay and Jared Jewelers Upped Sales 49%Neal Berg
  As consumers become increasingly more connected, so too will multiple shopping channels. The industry has dubbed this shift the "omni-channel" experience. Here's how, by embracing this approach, two brands significantly ...
  B2C, Customer Behavior, E-Commerce, Integrated Marketing, Marketing Strategy, Mobile Marketing, Retail Marketing, Social Business, Social Media, Voice of the Customer
• How to Conduct Focus Groups: Seagate's ExampleJonathan Long
  Seagate, a leading provider of hard drives and storage solutions, realized that they knew very little about a very big target market: college students. So it conducted focus groups to ...
  B2C, Brand Awareness, Consumer Electronics, Customer Behavior, Customer Insight, Feedback, Market Research, Millennials, Product Marketing, Research
• Voice of the Customer: Trick or Treat for Your Product Launch?Tim Riesterer
  Have you heard of the phenomenon of “declared preference” versus “revealed preference?” If you haven’t, you may be in for a scary surprise this Halloween season if you are using ...
  Customer Acquisition, Lead Nurturing, Market Research, Positioning, Product Marketing, Research, Sales, Surveys, Value Propositions, Voice of the Customer
• Brands Failing to Tap Potential of Social Media
  Despite the widespread use of social networks among US companies, only 11% have fully integrated social media into existing business programs, according to a study by InSites Consulting. Moreover, only ...
  Blogging, Content, Content Marketing, Customer Relationships, Facebook, Research Summaries, Social Media, Social Networking, Twitter, Voice of the Customer
• Boomers Lead the Pack in Creating Positive UGC
  Every generation contributes to the global conversation around brands, products, and services; however, Baby Boomers (those now age 47 to 65) are overrepresented in their share of online feedback, according ...
  Customer Satisfaction, Research Summaries, Social Media, User-Generated Content, Voice of the Customer
• One-Third of Americans Recommend Brands They Like, Follow
  Nearly two in five online adults worldwide (38%) say they have recommended a brand they "like" or follow on a social networking site; however, that level varies dramatically across geographic ...
  Facebook, Research Summaries, Social Networking, Twitter, Voice of the Customer
• How to Evolve Your B2B Customer Experience Using ImagesChad McCloud
  Do you know why your customers behave as they do? People tend to have difficulty explaining exactly why they like a product, but using images can help you get to ...
  B2B Marketing, Brand Equity, Customer Experience, Customer Relationships, Voice of the Customer
• Grow the Bottom Line With Voice of the Customer ResearchLaura Patterson
  When executed well, a VoC program can provide insight about customers and what is important to them. Besides the obvious reasons why that's important to know, there are business benefits ...
  Customer-Centric, Customer Experience, Market Research, Marketing Tips, Voice of the Customer
• Three Tips for Maintaining a Solid Voice-of-the-Customer Program
  In a recent issue, we discussed the importance of setting up a responsive social listening strategy, including addressing the voice of the customer (VoC). Here's a closer look at what ...
  Management, Measurement, Social Media, Voice of the Customer
• Why Customer Satisfaction Doesn't Mean Customer Retention—and What You Can Do About ItSean Geehan
  Most organizations try to predict retention rates based on customer-satisfaction scores. The reality is that in B2B, user satisfaction does not equal customer retention. Remember, most customers who leave a ...
  B2B Marketing, Customer Retention, Customer Satisfaction, Feedback, Voice of the Customer

Voice of the Customer: Podcasts containing in-depth interviews with smart marketers from all walks of life.

• Have You Sat Down with Your Customer Lately? Patrick Schaber and Joe Sorge on Marketing Smartsby Matthew Grant
  Whether you are selling complex technical systems or burgers with fried pickles on them—like my guests in this week's Marketing Smarts—you need to understand your customers and interact with them face-to-face.
  Customer Engagement, Customer Experience, Customer Satisfaction, Local Marketing, Marketing Smarts, Social Media, Voice of the Customer

Voice of the Customer: Online seminar broadcasts from the best minds in marketing

• Reduce Barriers to the Sale and Make it Easy for Customers to BuyBroadcast on 12/15/2011 with Kristin Zhivago
  PRO seminar with Kristin Zhivago: Learn a process for uncovering what your customers want to buy from you and how they want to buy it, plus how to apply this new customer insight to make it easier for your customers to do business with you.
  Customer Behavior, Marketing Strategy, Sales, Voice of the Customer

Voice of the Customer: Marketing downloads for the busy professional

• Benchmark Survey: Voice of the Customer
  Link directly to the raw (aggregate) data in this 2006 survey of the ways companies are incorporating the voice of the customer into their marketing, their product development, and their management. With access to the raw data, you can view the results, and even filter them to see how a subset of companies in your country or industry answered. In this way, you can interpret the data in the most meaningful way for your business.
  Collaboration, Management, Marketing Strategy, Voice of the Customer