Capturing the Voice of the Customer: Processes, Practices and Performance
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"Capturing the Voice of the Customer: Processes, Practices and Performance"
This 29-slide presentation gives insights into customer interaction processes and strategies employed by top companies. Based on a survey of 108 companies, the study covers: tactics for capturing customer voice, application of Voice of the Customer (VOC) data, most useful types of customer feedback, volume and resolution of customer complaints and tactics for assessing customer perception of products and services. This research originated from Best Practices, LLC's Internet Benchmarking Exchange service.
Customer Service > Customer Relationship Management > Performance Measurement
Industries Profiled:
Consulting; Aerospace; Manufacturing; Energy; Service; Automobile; Telecommunications; Chemical; Financial Services; Consumer Products; Retail; Banking; Internet; Electronics; High Tech; Shipping; Pharmaceutical; Utilities; Computer Hardware; Computers; Insurance; Health Care
Companies Profiled:
Accenture; GE Aircraft Engines; Reliant Energy; Amylum Iberica SA; ALCOA; Volkswagen of America; Aliant Telecom; Millennium Chemical; American Express; L'Oreal; Bank One; Hoovers Online; Bank of America; Hitachi Electronics; Cisco Systems; Fleetwood Enterprises; Citigroup; FedEx Ground; Dow Chemical; Office Depot; DuPont; Florida Power & Light; Hewlett-Packard; Honeywell; IBM; ILC Dover; Jayco; JP Morgan Chase; Sears; MetLife; Motorola; Sprint; Staples; Texas Instruments; Verizon; Progress Energy; Johnson & Johnson
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Customer Service > Customer Relationship Management > Performance Measurement
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