Voice of the Customer

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• Case Study: How an Established Service Firm Harnessed 'Voice of the Customer' to Revamp Its Image and Increase SalesJennifer Natsu
  A civil engineering firm with a tremendous reputation faced a major challenge: It had grown its business by repeat business and referrals, and now some of its best clients were ...
• Squeeze the Lemons for Loyalty GrowthLynn Hunsaker
  Lemonade is refreshing, particularly on a hot day. With a little sugar and a lot of squeezing, sour lemons are transformed into a nice, healthy source of sustenance. Similarly, profitable customer ...
  Customer Experience, Customer Retention, Measurement, Value Propositions, Voice of the Customer
• Marketing-Led Organization—or BustJeffrey Mucci
  What does it mean to truly be marketing-led organization? And what does it take to understand the consequences in implementing this dramatic shift in strategy and culture?
  Benchmarking, Branding, Customer Engagement, Customer Experience, Voice of the Customer
• By Example—How Marketing Paves the Way to VOC LeadershipPromise Phelon
  It may be bold. It may be controversial. But the author is convinced the following will prove true: Without customer-centricity, or a role in gathering and interpreting the voice of ...
  Collaboration, Customer Engagement, Marketing Strategy, Metrics, Voice of the Customer
• Why and How to Create a Voice of the Customer ProgramPromise Phelon
  Why should you create a Voice of the Customer program? And what steps should you take to do so?
  Management, Market Research, Voice of the Customer
• How Voice of the Customer Got Its Groove Back (and How to Stay in Tune)Promise Phelon
  Remember back in the '90s, when voice of the customer (VOC) was all the rage? It was a process discipline, a way for companies to gather customer insight to drive ...
  Customer Retention, Net Promoter, Voice of the Customer, Word-of-Mouth
• Consumer Empowerment Reloaded: Why Your Customers Should Drive Your MarketingPaul Marsden, Martin Oetting
  Mention the words "consumer empowerment" to marketers, and most will shrink away from you like a vampire from light. Conjuring up all sorts of evils, consumer empowerment is considered a ...
  Customer-Centric, Customer Engagement, Customer Relationships, Marketing Inspiration, Measurement, Surveys, Targeting, Voice of the Customer