Customer Retention and Loyalty Blog

 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.

 This Part of our Voice of the Customer trends for 2012 looks at measurement, increased speed and full service suppliers.

Measures and Questions

The Next Installment in our series of 12 Trends in Voice of the Customer for 2012 looks at the crunching large amounts of data and examining customer preferences to make the customer experience part of the brand:

Making customer insight part of the brand experience

 Throughout the next year Voice of the Customer programs will continue to grow in both innovation and adoption. Within this series of 4 blog posts we have outlined the 12 trends which will define the growth of Voice of the Customer throughout 2012:

Unstructured Data Analysis

 It pays to please your customers. According to the Retail eyes report, 74% of customers would be prepared to pay more for a product if it came with better service. Data gathered through a voice of the customer platform gives a valuable insight into how customers feel about your service. For the most part, companies focus on the data which tells them what they have done wrong or what their customers don’t like. But why wait to respond to Negative feedback?