The Voice of the Customer

Your customers have opinions about you, your company, and your products & services. And, if they are at all engaged, they are sharing their opinions with not only their colleagues, friends and family, but with social networks and online communities.

This webinar addresses these issues and give you a few pointers on how to best serve your customer.

Table of Contents

Click on a chapter listing below to skip straight to a section.

Introduction
Chapter 1: What’s VOC?
Chapter 2: What’s Your Job?
Chapter 3: The Keys
Chapter 4: The Levels
Chapter 5: Why It’s Important
Chapter 6: Bad Listening of the Business
Chapter 7: Don’t Listen and Do Nothing
Chapter 8: Processes
Chapter 9: Where Are You
Chapter 10: Best Practices
Chapter 11: Case Study: Amazon
Chapter 12: Avoid the Following
Chapter 13: Problem First?
Chapter 14: Mobile
Conclusion