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Have you seen 1,000 Perfect Sayings For Every Occasion?

Writing a speech or a presentation, and stuck for words? Never again! Imagine always having the perfect thing to say - the perfect way to provoke thought, to inspire and amaze... This isn't a book of dry, dusty quotes - it's a creative goldmine of tried-and-tested powerful, witty and inspiring sayings and words of wisdom from every walk of life, for every imaginable speech, toast, pitch, presentation or social occasion - so get your copy now from Amazon!

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Study predicts evolution of VoC programmes

Large companies with 'voice of the customer' (VoC) programmes have dedicated an average of three to five full time employees to them, according to a study by Temkin Group.

The research report, entitled 'Prepare For Next Generation VoC Programs', showed that when fully implemented, these programmes provide highly tailored customer insights to employees across an organisation.

Temkin Group identified six critical competencies for VoC programmes: Detect, Disseminate, Diagnose, Discuss, Design, and Deploy. It turns out that less than one-quarter of companies with VoC programmes have developed strong skills in each of these areas.

The research uses Temkin Group's VoC maturity model to identify where companies are along a spectrum of five levels of maturity. Only 5% of VoC programmes have reached the highest level of maturity, a stage called "Transformers" while 46% of these programmes are in the two earliest stages of maturity: "Novices" and "Collectors".

"Companies have been surveying their customers for years, but leading-edge voice of the customer programmes go well beyond those efforts, taking those practices to an entirely new level," explained Bruce Temkin, author of the research and managing partner for Temkin Group.

The report shows that VoC programmes are going through major changes. Rather than focusing on collecting feedback, these programmes are becoming more action-oriented. When companies were asked about the sources of customer insight that would be more important in the future, social media, customer interaction history, and feedback from front-line employees were at the top of the list. Multiple choice surveys ended up at the bottom of the list.

Companies were asked about their planned activities. It turns out that large companies expect a sharp rise in the use of text mining, predictive analytics, speech analytics, and collecting feedback via mobile phones.

The research also compared VoC programmes between companies that have strong business performance and lower performing companies. It turns out that high performing companies employ more full-time VoC employees, act more on the customer insights they find, and use more analytics.

As companies take on new VoC capabilities, the research asserts that they will increasingly need to invest in Customer Insight and Action (CIA) platforms. These evolving applications automate multi-channel customer feedback, analysis, and response and the related workflow associated with closed-loop voice of the customer programmes.

The report can be found on the Customer Experience Matters blog - click here.


Sources: Temkin Group /
The Marketing Factbook.
Copyright © 2012 - 2025 The Marketing Factbook.

    Categorised as:

  • Customer Experience
  • Knowing The Customer
  • Marketing Know-How
  • Marketing Technology

Have you seen 1,000 Perfect Sayings For Every Occasion?

Writing a speech or a presentation, and stuck for words? Never again! Imagine always having the perfect thing to say - the perfect way to provoke thought, to inspire and amaze...

This isn't a book of dry, dusty quotes - it's a creative goldmine of tried-and-tested powerful, witty and inspiring sayings and words of wisdom from every walk of life, for every imaginable speech, toast, pitch, presentation or social occasion - so get your copy now from Amazon!

Impress your listeners and readers with new ideas, insightful business pitches, unforgettable speeches and toasts, and add depth to your writing. From love and laughter to history, humanity and everything in creation, this book covers the whole human experience. You'll always have just the right words, right when you need them.

This is a curated collection of knowledge, humour, inspiration, and heartfelt sentiments, all neatly themed and categorised for easy access. Widen your horizons, deepen your meaning, and become a more engaging, entertaining rising star!

This book is an absolute goldmine for writing speeches and toasts; impressing social and business contacts; widening your personal horizons; mentoring and inspiring teams; being a more thought-provoking speaker; giving business presentations and pitches; and making your social posts, podcasts and vlogs more intriguing. There's a wealth of material for everyone, and for every occasion!

Get it on Amazon (Kindle/Print)
 
Copyright © 2001-2025 Peter J. Clark