VoC trends for 2011 - Part 2
"VoC-focused technologies will become critical
investment areas for many organizations during the next five
This is the second of three posts in which we are outlining our
thoughts on emerging VoC trends for next year.
4. VoC Hub - By placing VoC at the centre of the business, VoC
Hub solutions enable integration with key business systems
such as financial and operational data. This then ensures
action is taken to improve service and communicate to both
affected customers and organisational departments.
5. Closed Loop Feedback - Individuals empowered to resolve
problems must ensure that the customer's query is resolved, dealt
with efficiently and communicated back to the customer - closing
the loop and leaving the customer satisfied with his experience. As
a result, organisations can quickly and effectively turn difficult
situations into an opportunity to enhance the customer experience
and strengthen the relationship.
6. Role-Specific Reporting - By providing the right people with
the right information, employees can see customer feedback and
importantly, act upon it to resolve issues. Managers will see
different reports from front-line staff; directors will see reports
relevant to the information they need to be able to act.
Check back later this week for the remaining
trends for the coming year.