Voice of the Customer: A Dozen Do’s and Don’ts
Voice-of-the-Customer (VoC) has experienced something of a revolution over the last few years. The days of running a generic NPS (Net Promoter Score)...
Capturing the Voice of your Customer (VoC) across Social Media
A lot has been written about the Social Media revolution over the past five years. We have seen a key marketing channel develop into a very important...
Customer Engagement: What’s Next?
‘Data’, ‘social’, ‘analytics’, ‘mobile’, ‘CRM’ – the year 2013 was all about them. Organisations, telcos, solution providers, the government and every...