Voice Of The Customer

Resolve to Listen to Your Customers in 2014

Resolve to Listen to Your Customers in 2014

3 ways preference management can help marketers act on customer input.

MassMutual's Customer-Led Marketing Revamp

MassMutual's Customer-Led Marketing Revamp

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The financial services firm learns that listening to the voice of the customer is just common cents.

Time's Up! The (Zero) Moment of Truth Arrives

Time's Up! The (Zero) Moment of Truth Arrives

Month 12: Be wherever customers are when they begin their buying journey.

Marketers Need Results-Oriented Voice-of-the-Customer Programs

Marketers Need Results-Oriented Voice-of-the-Customer Programs

Mature, high-performing VoC programs comprise four main elements.

Nordstrom's Multichannel Strategies Are Breaking New Ground for Retail

Nordstrom's Multichannel Strategies Are Breaking New Ground for Retail

How the fashion retailer meets consumers' multichannel needs and how you can, too.

Transforming Concepts Into Concrete Results

Transforming Concepts Into Concrete Results

Month 11: A growth mind-set and customer-centric initiatives amp up Mitel's marketing.

The Sales Funnel is Dead

The Sales Funnel is Dead

Today's consumers expect that the sale is just the beginning of a journey of increasingly personalized and sustained engagement.

Q&A: Brian Moyer, Director of Market and Media Research for NASCAR

Q&A: Brian Moyer, Director of Market and Media Research for NASCAR

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NASCAR shares its winning voice-of-the-customer strategies.

Beware, Healthcare, the 1st of October Approaches

Beware, Healthcare, the 1st of October Approaches

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The first, not the last, day of October is the witching hour for health insurance providers, who must metamorphose into consumer marketers to serve the first healthcare exchange customers.

The Voice of the Customer in the Digital Age

The Voice of the Customer in the Digital Age

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Here are three brands using VoC techniques to build and maintain customer engagement.

Benjamin Moore Uses Crowdsourcing to Color Its Marketing

Benjamin Moore Uses Crowdsourcing to Color Its Marketing

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The paint manufacturer aims to brighten up Main Street by applying a fresh coat of VOC

2013 Essential Guide to Loyalty Marketing

2013 Essential Guide to Loyalty Marketing

The 2013 Essential Guide to Loyalty Marketing—everything you need to know about loyalty marketing, all in one spot. Read on for insight.

Loyalty Takes Listening

Loyalty Takes Listening

Customers are more likely to be loyal to companies that meet their expectations. Doing so means aligning the voice of the customer with marketing.

Cisco Listens and Learns

Cisco Listens and Learns

Having a robust listening system in place to drive loyalty among its customers and partners is nothing new to networking software giant Cisco Systems.

Loyalty Driver

Loyalty Driver

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Marketing has an undeniable influence on customer loyalty.

How Do Customers Define Customer Experience Marketing?

How Do Customers Define Customer Experience Marketing?

New research findings reveal what customers expect from a high-value customer experience.

Consumers Want "Reciprocity of Value"

Consumers Want "Reciprocity of Value"

Customers are willing to share personal information in exchange for what they consider communications and offers of equal value.

Infographic: Marketers Lose Their Local Marketing Way

Infographic: Marketers Lose Their Local Marketing Way

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Ineffective measurements and VoC tactics can lead local marketers astray.

Voice Activated

Voice Activated

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The voice of the customer calls marketers to action at Barclaycard, Cross Country Home Services, and JetBlue.

Are You (Listening) Taking Action?

Are You (Listening) Taking Action?

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Companies should "listen" to customers—but action is what really matters.

Does your marketing have a memory?

Does your marketing have a memory?

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Building an understanding of customers over time helps marketers deliver a compelling customer experience

News Bytes: Marketing news from across the industry

News Bytes: Marketing news from across the industry

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Quick access to insightful data is a theme among new releases; FTC and MMA take action.

The Danger(s) of Not Getting Consumer Feedback

The Danger(s) of Not Getting Consumer Feedback

Using customer feedback to inform marketing decisions is a must in today's environment of outspoken consumers and social influence.

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Featured Articles

Turning Big Data Into Smart Data

Turning Big Data Into Smart Data

It doesn't matter how much data you have if you don't integrate your data sets, says market researcher Matthias Hartmann.

5 Reasons to Rethink Radio Right Now

5 Reasons to Rethink Radio Right Now

Radio version 2014 delivers an exciting palette of marketing tools to make the medium of sound more effective for direct response advertisers.

Brands Have Lost Control, and It's OK

Brands Have Lost Control, and It's OK

How marketers can navigate the new customer engagement era.