Capitalizing on Voice of Customer, a New Book for
CEOs, Customer Feedback Managers and
Customer Care Executives
Leading Experts Share How to Take Advantage of VOC to Grow Revenues Faster and Improve the
Customer Experience
May 13, 2010 08:18 AM Eastern Daylight Time
SALT LAKE CITY--(EON: Enhanced Online News)--Customers are increasingly in control of the conversation,
and businesses need to respond quickly to avoid losing them. A new book entitled Capitalizing on Voice of
Customer, published by Allegiance, is a compilation of expert articles and advice on how to analyze customer
feedback and apply customer insights to rescue customers, grow revenue and increase profits. A complimentary
copy is available at http://allegiance.com/vocbook.
A Voice of the Customer (VOC) program provides a way to capture what is most important to customers and use
that information to improve products, services and customer loyalty. However, with customers regularly commenting
on Twitter, blogs, text messages, etc., companies are struggling with how to best manage and respond to customer
suggestions, complaints and concerns. This book provides methods and techniques for capitalizing on customer
feedback from all channels to improve the customer experience.
Chapters in Capitalizing on Voice of Customer include:
l Why the Future of VOC Looks So Bright – Ginger Conlon, Editor-in-Chief, 1to1 Magazine
l Capitalizing Feedback and VOC –Thomas Lacki, Ph.D. and Peppers & Rogers Group
l Core Inputs for Your Enterprise-Wide VOC Initiative – Annette Gleneicki, Sr. Director of Customer
Success, Allegiance
l The Fundamentals for Capitalizing on Social Media Feedback – Becky Carroll, Petra Consulting
Group/Customers Rock!
l Organizing Your Feedback Program – Bob Hayes, President, Business Over Broadway
l Voice of the Customer 2.0: Social, Agile and Integrated – Bob Thompson, CEO, CustomerThink
l A Survey is Not a VOC Program – Todd Rowe, Group VP & General Manager, SAP
l Using Feedback to Improve the Customer