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Published monthly, this magazine provides articles, reports and case studies about the "Voice of the Customer Industry"

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Video & slide deck on how to measure the customer experience http://bit.ly/TFcemslides #VoC 2022/06/02
IBM whitepaper on meeting the demands of the smarter customer http://bit.ly/IBMcem #VoC 2022/06/02
Have you got a formula for reducing queue times? A professor from Taiwan thinks he may have the equation for you! http://bit.ly/queuereduce 2022/06/02
Learn what you need in order to evolve your Voice of the Customer program: http://bit.ly/VoCevolution #VoC 2022/06/02
Article on 5 steps to keeping your customers, and stopping them going to the competition http://bit.ly/5stepsCEM #b2c #VoC 2022/05/31
Aegis taking the case of Customer Experience Management seriously http://bit.ly/aegisCEM #VoC 2022/05/31
Movia releases new Case Study on Customer Experience Management - http://bit.ly/9fC1J6 (via @telefaction) 2022/03/23
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Poll: Are you measuring your Customer Satisfaction today? Vote! http://bit.ly/y6Qln 2022/08/17

There is a rumor circulating that market research as we know it will be on life support by 2012 due to the increase of users on social networks. That is, according to some…. Read the rest of this entry »

Tags: Business To Consumer, Collection Methodology, Communication Channels, Competitive Advantage, Consumer Behavior, Customer Experience, Customer Intelligence, Evangelists, Experience Data, Facebooking, Focus Groups, Mainstream Media, Mass Communication, No Doubt, Perceptions, Phone Interviews, Similar Products, Social Networks, Tempers, Traditional Focus
Posted in Edition 19 | 2 Comments »

Consumer Behavior Revolution

November 26th, 2009

There is a rumor circulating that market research as we know it will be on life support by 2012 due to the increase of users on social networks.

Read the rest of this entry »

Tags: Business To Consumer, Collection Methodology, Communication Channels, Competitive Advantage, Consumer Behavior, Customer Experience, Customer Intelligence, Evangelists, Experience Data, Facebooking, Focus Groups, Mainstream Media, Mass Communication, No Doubt, Perceptions, Phone Interviews, Similar Products, Social Networks, Telefaction, Tempers, Traditional Focus
Posted in Edition 18 | 2 Comments »

The Impact of Employee Performance on Customer Experience

September 27th, 2009

In times of crisis, several companies need a good knock on the head to come back to the basics and stop the search for the guilty. Read the rest of this entry »

Tags: Attitude, Bottom Line, Brand Authenticity, Conscious Relationship, Customer Experience, Customer Loyalty Programs, Dialogs, Dissatisfaction, Employee Performance, End Users, Experience Data, Insights, N Times, Oriented Business, Protest, Radar, Reading The Signs, Rich Resource, Running In Circles, Thermometer, True Value, Vows
Posted in Edition 16 | No Comments »

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The Impact of Employee Performance on Customer Experience

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