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Figure 3. Integration of Voice of the Customer (VOC) program and Customer Relationship Management (CRM) provide a comprehensive picture of the customer relationship.

20 Best Practices for Customer Feedback Programs: Business Process Integration

Below is the next installment of the 20 Best Practices for Customer Feedback Programs. Today’s post covers best practices in Business Process Integration. Business Process Integration Best Practices The area of Business Process Integration addresses the extent to which the organization embeds elements of the customer feedback program (including processes and data) into other business […]

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Figure 2. Customer Feedback Program Governance Components

20 Best Practices for Customer Feedback Programs: Strategy and Governance

Below is the next installment of the 20 Best Practices for Customer Feedback Programs. Today’s post covers best practices in Strategy and Governance. Strategy/Governance Best Practices Strategy Strategy reflects the overarching, long-term plan of a company that is designed to help the company attain a specific goal. For customer-centric companies, the strategy is directed at […]

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New Mob4Hire Report “The Impact of Mobile User Experience on Network Operator Customer Loyalty” Ranks Performance Of Global Wireless Industry

Mob4Hire, in collaboration with leading customer loyalty scientist Business Over Broadway, today announced its Summer Report 2010 of its “Impact of Mobile User Experience on Network Operator Customer Loyalty” international research, conducted during the Spring. The 111-country survey analyzes the impact of mobile apps across many dimensions of the app ecosystem as it relates to […]

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Toyota’s roadmap to recovery

I was asked, along with four other contributors, to share our thoughts regarding what companies could learn from the recent Toyota recalls. My contribution focused on customer feedback and how to ensure companies can keep their customers loyal. My portion of the article can be found here. The entire article, including thoughts of other contributors, […]

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Bob Hayes to Address Vovici Vision 2010 Users Conference, May 10-12, 2010

Dulles, VA – November 2, 2009 – Vovici, the leading provider of survey software and enterprise feedback management (EFM) solutions, will hold its user conference, Vision 2010, May 10-12, 2010 in Reston, Virginia. Vision 2010 will bring together feedback management leaders and experts across multiple industries to participate in compelling educational sessions, training, and peer […]

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bob@businessoverbroadway.com | 206.372.5990

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