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25DB




Products & Services Customer Service Customer Relationship Management Performance Measurement

Capturing the Voice of the Customer: Processes, Practices and Performance

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ID: 4519


Features:

Metrics, Graphics, Detailed Process Map


Pages/Slides: 29


Published: Pre-2013


Delivery Format: Online PDF Document


 

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Single User: Authorizes use by the person who places the order or for whom the order was placed.

Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.

Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.

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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.


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; Medical Device


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


If you purchase Best Practice Database document(s), you will have 30 days from the date of purchase to apply some or all of the cost of the document(s) toward the cost of a Full Access Individual, Pharma, Group or University Membership. Write us at DatabaseTeam@bestpracticesllc.com or call David Guinn at 919-767-9179 if you have any questions.