American Express, CDW, Dell Share Award-Winning VOC Strategies
It makes sense that a company should listen to what its customers are saying, then take action based on the feedback it receives. The idea is simple, but putting it into practice can be an arduous task. It requires departmental integration, technology, training, and a culture driven by customer focus. Forrester Research understands the challenges and recently awarded three companies for their commitment to not just voice of the customer, but true enterprise customer feedback.
American Express, CDW, and Dell have three very different business models, but share a common purpose to learn from its customers. In today's issue of 1to1 Magazine, each company shares some best practices of how they are seeing bottom-line impact from their VOC initiatives.
Some examples:
- American Express is coaching its customer care professionals to "hug customers over the phone."
- CDW created "hot alerts" for priority customer issues on both the sales and service side.
- Dell's Ideastorm program gives customers input into company innovation.
What other companies do you think exhibit best practices when it comes to the voice of the customer? How are you approaching the issue at your company? After all, it's a valuable resource for companies looking to evolve and remain relevant to their customers over the long term.
Related Entries
- Dell Takes Command of Social Media Listening
- Forrester's Andrew McInnes: Voice of the Customer Programs Need Better Understanding, Not Just Better Analytics
- Is There a Secret to a Great Customer Experience?
