Brands Puts Voice of Customer in Action

Consumers' influence is growing, and the savviest brands today are deploying technologies which enable them to capitalize on this trend.

Software-as-a-solution provider Qualtrics, for example, just released its new Vocalize platform, a Voice of the Customer (VoC) solution that will enable brands to collect, analyze and leverage customer insights. The solution offers multi-channel data collection capabilities (with sources ranging from social media to email and phone), configurable dashboards for analysis, and some unique management features including the ability to assign actions throughout the enterprise based on feedback provided by customers.

"We live in an era of immediacy and organizations feel the pressure to address customer concerns, needs, and wants quickly. Unfortunately, in the current VoC landscape, organizations must call the vendor to make even minor program changes. This is no longer acceptable in today's fast-paced markets," said Steve Brain, head of engineering, Qualtrics.

"That is why we've developed Qualtrics Vocalize to put the power back in the hands of the business. Vocalize is a simple to use, yet powerful, automated customer experience solution that allows business leaders to quickly capture the voice if its customers, immediately analyze the data, and act to close the loop-all without expensive vendor support costs."

VoC programs are playing an increasingly critical role in the digital experience (for consumers and brands) today, and numerous notable brands are deploying solutions like Qualtrics - which you can expect to continue for the foreseeable future.

"At JetBlue, our business is built on providing exceptional customer experiences. Qualtrics has enabled us to act quickly on the data and insights that improve the traveler experience," said Kyle Groff, manager of customer insights, JetBlue Airways. "Qualtrics' continued dedication to building and enhancing its technology solutions to meet client needs is one of the primary reasons that we selected Qualtrics to power JetBlue's VoC program."