voice the consumer

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Mammut Case Study

Published By: ExpertVoice     Published Date: Sep 25, 2019
Mammut makes highperformance climbing and outdoor equipment for the toughest adventures. Understanding the value of expert recommendations, Mammut partnered with ExpertVoice to identify brand sentiment and increase the likelihood that qualified professionals who influence their targeted consumers — like REI employees and members of the American Alpine Club — recommend their products.
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ExpertVoice

Quantifying the Business Impact of Customer Service

Published By: Zendesk     Published Date: Jan 03, 2019
To successfully meet customer demands for more immediate, personalized attention, companies are leveraging new technologies that go beyond traditional voice and email. By implementing such channels as live chat, social media, mobile apps, SMS/text messages, self-help solutions, and more, companies can now be ready wherever and however the customer wants. The following report, sponsored by Zendesk, is based on an online survey of 1,044 U.S. consumers who have received online or phone customer service. The research goal was to better understand present customer expectations and to quantify the impact of customer service on business results. Questions were asked about past experiences with customer service, as well as preferences and opinions. Certain questions were repeated from a similar 2013 survey to enable trend analysis.
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Zendesk

To text or to talk?

Published By: Interactions     Published Date: Feb 27, 2019
As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Many reports say that millennials prefer digital channels—like web chat or texting—while older generations still prefer voice channels. Previous Interactions research has shown that this isn’t necessarily the case, and that the issue of channel choice is often far more complex—depending on factors such as the company consumers are trying to contact, and the complexity of the issue the consumer is trying to resolve.
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Interactions

Understanding the Powerful Voice of the Consumer

Published By: Uberall     Published Date: Apr 12, 2019
tips
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engage, uberall, review management, reputation management, customer feedback
    
Uberall

Customer Chat Explored - 6 Reasons Why Customers Turn to Chat

Published By: LogMeIn     Published Date: Jan 03, 2013
Research on the reasons of consumers to choose chat. Integrating their voice into the findings as part of the six core reasons that serve as the framework, to give a greater understanding of the “who, what, where and why” consumers gravitate to chat
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research, logmein, chat, chatty customer, circumstances, experience, customer experience, customer support
    
LogMeIn

8 Things Influencers Can Do for Your Brand

Published By: Tapinfluence     Published Date: Jun 07, 2016
Delivering the valuable content that consumers crave requires an authentic, organic, dedicated voice that leverages the reputations and experience of the people your consumers trust.
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brand, best practices, consumers, reach, business optimization, business intelligence, business management
    
Tapinfluence

Deliver Scalable VoLTE and Agile Rich Communications Services

Published By: Intel     Published Date: May 22, 2017
While holding the promise of HD quality, enriched services, and the benefits of a common packet switched access infrastructure, the adoption of infrastructure-based voice over LTE (VoLTE), along with rich communications such as video and real-time messaging, has stalled over the last few years with concerns around quality, security, and cost. During that time, the value of the phone number as a globally significant user ID and key services such as SMS and MMS have been relegated by phone manufacturers, over the top (OTT) services, and even the subscribers themselves as “technologies of last resort.” Finally, the proliferation of 4G, together with the emergence of network functions virtualization (NFV), powered by Intel®, Hewlett Packard Enterprise* (HPE), and Metaswitch*, is allowing network operators to take charge of the consumer’s communications experience, once more.
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Intel

The Authoritative Guide to Voice of the Customer

Published By: Qualtrics     Published Date: Aug 20, 2018
In today’s era of immediacy, consumers are more demanding than ever. To keep up with customer expectations, brands are starting to invest in Voice of the Customer (VoC) programs that employ a closed-loop process. Ask any CX, research, or marketing executive, and they will tell you that gone are the days when the customer marketing landscape was represented by a one-way dialogue for engaging prospects. Today, market leaders are shifting their listening and response mechanisms faster as VoC programs represent a huge opportunity for driving loyalty and increased sales. A recent study sponsored by American Express®—the American Express Global Customer Service Barometer—showed that U.S. consumers are twice as likely to tell others about a bad service than they are to share about a positive experience.¹
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Qualtrics

Top trends for online reputation management in 2018

Published By: Reputation.com     Published Date: Jun 29, 2018
The past year ushered in some big changes for Online Reputation Management (ORM) — and the practice has become indispensable for any location-based enterprise. In 2017, review sources proliferated, consumers became more savvy about the validity of online reviews, and the position of Chief Experience Officer started to gain traction among locationbased organizations. ORM and SEO became increasingly intertwined as Google refined its search algorithms with a strong emphasis on reviews and star ratings. This year, expect to see these four trends move to the forefront: 1) Google will extend its dominance in online review volume and consumer exposure, eclipsing all other specialty sites. 2) SEO will be reinvented as user-generated reviews weigh more heavily in search rankings. 3) The voice of the customer will no longer be siloed across disconnected categories. 4) Consumer feedback from reviews and social media will drive operational improvements.
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Reputation.com

Understanding the Powerful Voice of the Consumer

Published By: Uberall     Published Date: Oct 08, 2018
One of the great advantages of the digital age is the vast amount of information and opinions that consumers are exposed to when making a buying decision. This gives enormous exposure to businesses, whether in a positive or negative way. With this significant increase in information, unbiased and authentic customer reviews become increasingly important to both consumers and businesses. There is a wide choice of rating portals and review platforms, that specialize in all types of industries and services.
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consumer, digital, information, portals, services, local marketing, consumer sentiment, reputation management
    
Uberall

Voice Search Readiness Report

Published By: Uberall     Published Date: May 13, 2019
Businesses have been told about the urgency of being ‘voice search ready’ without understanding what it means or how to accomplish it. In creating the Voice Search Readiness Report, we set out to answer one simple question - ‘are businesses voice search ready?’ and then provide a simple method for helping them to measure their own voice search readiness. We analyzed more than 73,000 SMB, mid-market and enterprise business locations in one of the largest voice search studies ever conducted to find out if businesses were taking the necessary steps to reach consumers who use voice search.
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local marketing, location analytics, location-based marketing, location-based services, mobile marketing, real-time location systems, marketing research, geofencing
    
Uberall

Chat with Chatters - Why Consumers Choose to Chat with Retailers

Published By: LogMeIn     Published Date: Aug 27, 2013
While a lot of research has been done on the effectiveness and benefits of live chat, the customers voice is rarely heard. This report, written by Lauren Freemann from the e-tailing group, examines the customers' view on live chat and presents a deep insight into why consumers choose live chat. Findings include the key reasons for choosing live chat over other communication channels, best practices for deploying live chat successfully and key insights from the Annual Merchant Survey, a report that explores the merchants perspective of live chat implementations.
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chat with chatters, consumers, retailers, chatting, logmein, customer support, e-tailing, merchants
    
LogMeIn

Aggregate Consumer Voice No Longer On Mute

Published By: Crimson Hexagon     Published Date: Mar 06, 2013
In this white paper, learn how to account for missing metric in financial reporting and valuations. How can we perform aggregate analysis of online consumer opinion to complement traditional marketing analysis and due diligence?
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aggregate consumer voice, no longer on mute, social media, due diligence, financial institutions, voice of the consumer, business technology
    
Crimson Hexagon
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