All posts by Keith Schorah

Title	Type	Date	Views	Comments	Categories
You want to listen to the Voice of the Customer, but do you want to change?	Blog	2012-04-25	1,065	0	Customer Experience, Employee Engagement
12 Trends in Voice of the Customer for 2012 - Part 4	Blog	2012-01-12	709	0	Social Business, Customer Experience, Voice of Customer
12 Trends in Voice of the Customer for 2012 - Part 3	Blog	2012-01-05	681	0	Enterprise Technology, Voice of Customer
12 Trends in Voice of the Customer for 2012 - Part 2	Blog	2011-12-19	954	0	Customer Experience, Voice of Customer, Fast-Moving Consumer Goods, Chief Customer Officer
12 Trends in Voice of the Customer for 2012 - Part 1	Blog	2011-12-12	460	0	Customer Experience, Enterprise Technology, Voice of Customer
Proactive customer experience management	Blog	2011-11-16	812	0	Large Enterprise, Customer Experience, Customer Strategy, Chief Customer Officer, Customer Management Education, Innovation
Achieving cost reduction through customer experience	Blog	2011-07-21	963	0	Customer Experience, Performance Metrics
Don’t repeat past Customer experience sins	Blog	2011-07-05	2,273	1	Customer Experience, Customer Strategy
How to Focus My Customer Experience Efforts?	Blog	2011-06-15	1,434	0	Large Enterprise, Customer Experience, Chief Customer Officer, Manufacturing, Technology Implementation, Pharmaceutical, Retail Sales, Telecommunications, Transportation / Travel / Leisure, Utilities / Energy
How do you start to improve the customer experience?	Blog	2011-06-08	1,303	0	Large Enterprise, Customer Experience, Fast-Moving Consumer Goods, Manufacturing
Beyond Manufacturing Efficiency: Using Voice of the Customer to Drive Loyalty	Blog	2011-06-03	1,146	0	Customer Experience, Voice of Customer
Using Voice of the Customer Programs to Manage Risk	Blog	2011-05-18	1,037	0	Customer Experience, Voice of Customer
The CEO Must Lead the Change	Blog	2011-05-04	1,639	0	Customer Experience, Voice of Customer
Escaping the commodity price hike with Voice of the Customer	Blog	2011-04-27	717	0	Customer Experience, Voice of Customer
Why Voice of the Customer is Vital for Commercial Survival	Blog	2011-04-19	1,209	0	Voice of Customer
Becoming Customer Centric is about People inside your organisation	Blog	2011-03-23	1,174	0	Customer Experience, Voice of Customer, Employee Engagement
Becoming Customer Centric is about People Inside your Organisation	Blog	2011-03-23	982	0	Customer Experience, Voice of Customer, Employee Engagement
The right information to the right people at the right time	Blog	2010-12-21	1,223	0	Service and Support, Voice of Customer
Voice of the Customer trends for 2011 - Part 3	Blog	2010-12-20	1,530	0	Voice of Customer
VoC trends for 2011 - Part 2	Blog	2010-12-15	1,257	0	Voice of Customer
Embrace the Voice of the Customer! Top VoC Trends for 2011	Blog	2010-12-13	1,431	0	Voice of Customer
Voice of the Customer – Make sure it’s one of your New Year Resolutions!	Blog	2010-12-09	975	0	Voice of Customer
Acting on customer insight for the ultimate customer experience	Blog	2010-12-08	1,989	1	Customer Experience
Customer Service horror stories? There’s still a month ‘til Halloween!	Blog	2010-10-04	1,823	0	Service and Support, Customer Experience
Are your employees customer service super-heroes? They could be if you’d let them!	Blog	2010-09-27	1,699	0	Leadership, Service and Support
Banking on good customer service? Metro Bank is!	Blog	2010-09-09	2,327	1	Service and Support
Telecoms leaving customer satisfaction on hold?	Blog	2010-09-08	1,073	0	Service and Support
Customer service? I wouldn't bank on it!	Blog	2010-09-02	2,196	0	Service and Support, Voice of Customer
Customer Satisfaction Scores - more than a metric?	Blog	2010-08-09	1,092	0	Customer Experience
Market Research – Is it everyone’s responsibility?	Blog	2010-07-15	1,123	0	Service and Support
Customer engagement: the CEO you should be!	Blog	2010-06-23	1,143	0	Customer Experience, Voice of Customer
Customer engagement: what kind of CEO are you?	Blog	2010-06-15	1,201	0	Customer Experience, Voice of Customer
SynGro	Company Profile	2010-06-11	628	0

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.