12 Trends in Voice of the Customer for 2012 - Part 4

Posted by Keith Schorah on January 12, 2012

0 comments | 694 reads

12 Trends in Voice of the Customer for 2012 - Part 4
In the final installment of our 12 trends in Voice of the Customer for 2012 we discuss the grow of social and how organisations will begin make their customer experience efforts part of their company strategy while empowering people throughout the organisation to use customer insight effectively.

Making it fit with the people in the organisation

Over the past number of years the methods of data collection and analysis have begun to reach a level of maturity. The focus will begin to move to how the people throughout the organisation use the information generated by voice of the customer programs and how they interact with the customers themselves to make the solution fit.

Becoming part of Company Strategy

Many companies such as GlaxoSmithKline have begun to use customer satisfaction data as the basis for their employee’s remuneration packages.This trend will continue with customer satisfaction eventually getting profit parity within organisations and strategic decisions being made based on customer insight provided by a Voice of the Customer program.

Making Sense of Social

Social media has grown as a customer feedback channel within Voice of the customer systems. The trend in 2012 will be for companies to do more than just react to feedback given through social media. Being proactive will become the focus to ensure the deeper issues within the company are resolved. Part of this will be linking customer’s social media profiles to their profiles within the system in order to gain a deeper insight into their feedback.

Keith Schorah

Keith Schorah founded SynGro, a leading Voice of the Customer (VoC) company in 2004, following a distinguished career in sales and marketing within the IT, telecommunications and industrial sectors, and a long consulting background of designing and implementing customer service programmes in companies around the world. SynGro is focused on the enterprise sector of the Voice of the Customer market where its skills in integrating VOC information with client data such as financials and CRM have been paramount to its success.

About Keith Schorah |
Connect:

Categories:

694 reads
Print
Email

0 comments »

Post new comment

Your name: *

E-mail: *

The content of this field is kept private and will not be shown publicly.

Homepage:

Subject:

Comment: *

Input format

Filtered HTML

Allowed HTML tags: <a> <img> <hr> <table> <tr> <td> <th><ul> <ol> <li> </li><blockquote> <colspan> <rowspan><object>
Lines and paragraphs break automatically.
Web page addresses and e-mail addresses turn into links automatically.
Images can be added to this post.

Post

Lines and paragraphs break automatically.
Web page addresses and e-mail addresses turn into links automatically.
Images can be added to this post.

More information about formatting options

Notify me when new comments are posted

All comments

Replies to my comment

CAPTCHA

This question is for testing whether you are a human visitor and to prevent automated spam submissions.

What code is in the image?: *

Enter the characters shown in the image.

MarketPlace

Global Customer Experience Management (CEM) Certification Program

[May 30-31, Frankfurt; July 25-26, Hong Kong] An internationally recognized program with proven track record of success - being run for 34 times in 13 cities with attendees from 50 countries, the program is developed based on the U.S. patent-pending Branded CEM Method which aims to drive customer loyalty and brand differentiation with quantifiable business results. Limited offer: USD300 early bird discount.

Join us on May 29th in New York City. Stuart Ryder, SVP, Mobile Research Lead for Ipsos IOTX & Roxana Strohmenger, a leading Forrester analyst, will be in attendance to share best practices and new trends in mobile market research.

[June 12, Sir Francis Drake Hotel] Gregson Siu, Vice President, Ariba Business Operations, Ariba and Bob Thompson, CustomerThink, will be in attendance to share best practices, new trends and latest research to help you develop your customer experience program.

Social Networking and sCRM International Congress in Colombia

[June 25-26, Bogota] Thirteen international thought leaders will present, from different perspectives, the trends, the uses, and the magic - as well as the reality - of Social Networking and how it impacts the way customers are doing/will do business.

Driving ROI With VoC

Walker has identified multiple ways to measure ROI – there is not a one-size-fits-all solution. This paper will address each and conclude with some recommendations to help B-to-B practitioners evaluate which ROI approach will work best for their particular business need.