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#custserv

2013-02-20 to 2013-02-20 60 contributors

571 Twitter search results 256 retweets 0 @replies 0 links

Time User Tweet

2013-02-20 2:00 am CustServGreeter Starts NOW: "What can we learn from the Voice of the Customer?"

#custserv

2013-02-20 2:01 am LovelyLu @CustServGreeter Best part of my day - hey there handsome!

#CustServ

2013-02-20 2:01 am GregOrtbach Reminder: Please save links etc until the end of the chat so we can

keep the #custserv archives pristine.

2013-02-20 2:01 am LovelyLu @GregOrtbach Hi Greg! #CustServ

2013-02-20 2:01 am GregOrtbach So nice to see you Louise! How goes it? RT @LovelyLu:

@GregOrtbach Hi Greg! #CustServ

2013-02-20 2:01 am Pat_Cluett RT @CustServGreeter: Starts NOW: "What can we learn from the

Voice of the Customer?" #custserv

2013-02-20 2:02 am MarshaCollier @LovelyLu @GregOrtbach @AlHopper_ @RoyAtkinson Good to see

you in #custserv chat - starts NOW

2013-02-20 2:02 am mpace101 Peeking head in RT @CustServGreeter: Starts NOW: "What can we

learn from the Voice of the Customer?" #custserv

2013-02-20 2:02 am amktdev Top o' the evening to #custserv folks! #custserv

2013-02-20 2:02 am MarshaCollier Please join us? RT @CustServGreeter: Starts NOW: "What can we

learn from the Voice of the Customer?" #custserv

2013-02-20 2:02 am AlHopper_ Oh, you were talking to Roy! (Blush) RT @LovelyLu:

@CustServGreeter Best part of my day - hey there handsome!

#custserv

2013-02-20 2:02 am ImMarkBernhardt In! RT @CustServGreeter: Starts NOW: "What can we learn from the

Voice of the Customer?" #custserv

2013-02-20 2:03 am MarshaCollier Please : RT @GregOrtbach: Reminder: Please save links etc until the

end of the chat so we can keep the #custserv archives pristine.

2013-02-20 2:03 am AlHopper_ And you, Marsha! RT @MarshaCollier: @LovelyLu @GregOrtbach

@AlHopper_ @RoyAtkinson Good to see you in #custserv chat -

starts NOW #custserv

2013-02-20 2:03 am LovelyLu @alhopper_ You know I love ya! @MarshaCollier @GregOrtbach

@RoyAtkinson #CustServ

2013-02-20 2:03 am TarynP Please join #custserv chat RT @CustServGreeter: Starts NOW:

"What can we learn from the Voice of the Customer?" #custserv

@MarshaCollier

2013-02-20 2:03 am LovelyLu @gregortbach It goes great.... #CustServ

2013-02-20 2:04 am MarshaCollier Tonight's #custserv chat will be archived with the past here

http://t.co/XOhSVfSy

2013-02-20 2:04 am GregOrtbach Please excuse the flurry of #custserv tweets... on 2nd thought,

please join us!

2013-02-20 2:04 am KateNasser Good evening all ... #custserv

2013-02-20 2:04 am Hyken Hello #Custserv Tweetchatters RT @CustServGreeter Starts NOW:

"What can we learn from the Voice of the Customer?" #custserv

2013-02-20 2:04 am ImMarkBernhardt @CustServGreeter Hi, Roy! #custserv

2013-02-20 2:04 am GregOrtbach Thanks for being here. Nice to see you Kate. RT @KateNasser: Good

evening all ... #custserv

2013-02-20 2:05 am CustServGreeter RT @MarshaCollier: Tonight's #custserv chat will be archived with

the past here http://t.co/XOhSVfSy

2013-02-20 2:05 am KateNasser @Hyken Hi Shep!! #custserv

2013-02-20 2:05 am MarshaCollier Thanks for joining in @GregOrtbach @ImMarkBernhardt @Hyken

@TarynP #custserv

2013-02-20 2:05 am AlHopper_ Greetings and salutations to one and all! @KateNasser @TarynP

@ImMarkBernhardt @Hyken #custserv

2013-02-20 2:06 am amktdev RT @hyken: Hello #Custserv Tweetchatters RT @CustServGreeter

Starts NOW: "What can we learn from the Voice of the Customer?"

#custserv

2013-02-20 2:06 am KateNasser @GregOrtbacHi Greg #custserv

2013-02-20 2:06 am KateNasser @AlHopper_ Good evening Al #custserv

2013-02-20 2:06 am MarshaCollier Starting deep - Q1: How do you listen to the voice of the customer

(VoC)? Ongoing? Periodic surveys? Interviews? #custserv

2013-02-20 2:07 am TarynP Happy to participate! RT @MarshaCollier: Thanks for joining in

@GregOrtbach @ImMarkBernhardt @Hyken @TarynP #custserv

2013-02-20 2:07 am CustServGreeter RT @MarshaCollier: Starting deep- Q1: How do you listen to the

voice of the customer (VoC)? Ongoing? Periodic surveys?

Interviews? #custserv

2013-02-20 2:07 am KateNasser RT @MarshaCollier: Starting deep - Q1: How do you listen to the

voice of the customer (VoC)? Ongoing? Periodic surveys? Interviews

#custserv

2013-02-20 2:07 am AlHopper_ RT @MarshaCollier: Starting deep- Q1: How do you listen to the

voice of the customer (VoC)? Ongoing? Periodic surveys?

Interviews? #custserv

2013-02-20 2:07 am ImMarkBernhardt Likewise... @MarshaCollier @GregOrtbach @Hyken @TarynP

@AlHopper_ @KateNasser #custserv

2013-02-20 2:07 am Hyken RT @MarshaCollier: Starting deep, Q1: How do you listen to the voice

of the customer (VoC)? Ongoing? Periodic surveys? Interviews?

#custserv

2013-02-20 2:07 am MarshaCollier A1: Emails first for me - always listen to the tone of the email

#custserv

2013-02-20 2:07 am KateNasser Listen to the #VOC through any mode the customers naturally speak.

#custserv

2013-02-20 2:08 am imacsweb @MarshaCollier A1: Online and offline, surveys, email, advisories (big

miss by companies), and face-t-face. Can't get enough info!

#custserv

2013-02-20 2:08 am amktdev A1. Contrary to textbook answers, ongoing imho. #Custserv reps and

#CCTR rich sources of information. #custserv

2013-02-20 2:08 am ImMarkBernhardt Q1: How do you listen to the voice of the customer (VoC)? Ongoing?

Periodic surveys? Interviews? #custserv | A: All the above.

2013-02-20 2:08 am AlHopper_ A1: Corporate has their ways, I have mine... I talk to the client and

follow up after to make sure everything went as planned. #custserv

2013-02-20 2:08 am KateNasser Listen to the #VOC by creating time/space for every rep to listen w/o

fear of missing metrics. #custserv

2013-02-20 2:08 am imacsweb Hello and great evening #custserv chat peeps!

2013-02-20 2:08 am KateNasser RT @amktdev: A1. Contrary to textbook answers, ongoing imho.

#Custserv reps and #CCTR rich sources of information. #custserv

2013-02-20 2:09 am CustServGreeter Just joined? Tonight's topic is "What can we learn from the Voice of

the Customer?" #custserv

2013-02-20 2:09 am LovelyLu A1 We listen ongoing, by evaluating all lines of communication and

what they are saying in each. #CustServ

2013-02-20 2:09 am imacsweb @CustServGreeter Well helllllllllllllllllllllllllllllo Mr. Atkinson!! #custserv

2013-02-20 2:09 am AlHopper_ Yeppers! RT @amktdev: A1. Contrary to textbook answers, ongoing

imho. #Custserv reps and #CCTR rich sources of information.

#custserv

2013-02-20 2:09 am MarshaCollier @AlHopper_ Follow up is wicked important - and so often overlooked!

#custserv

2013-02-20 2:09 am CustServGreeter RT @KateNasser: RT @amktdev: A1. Contrary to textbook answers,

ongoing imho. #Custserv reps and #CCTR rich sources of

information. #custserv

2013-02-20 2:09 am MarshaCollier @imacsweb Advisories? Please more?? #custserv

2013-02-20 2:09 am Hyken A1: Always. It's ongoing - a process. Multiple channels and methods.

Worth considering all, especially direct interactions. #custserv

2013-02-20 2:09 am KateNasser Dynamic customer feedback captures the true #VOC w/o filtering

through designed questions. #custserv

2013-02-20 2:10 am KateNasser RT @MarshaCollier: @AlHopper_ Follow up is wicked important - and

so often overlooked! #custserv

2013-02-20 2:10 am amktdev @custservgreeter Thank you Roy! Glad to be here, and good to chat

with you and #custserv stars again.

2013-02-20 2:10 am seventhman Good evening! Just a few minutes late, will catch up soon ;)

#custserv

2013-02-20 2:10 am CustServGreeter RT @KateNasser: Dynamic customer feedback captures the true

#VOC w/o filtering through designed questions. #custserv

2013-02-20 2:10 am MarshaCollier @Hyken Right, don't miss any channel where you will find your

customer #custserv

2013-02-20 2:10 am KateNasser RT @Hyken Always. Its ongoing - a process. Multiple channels and

methods. Worth considering all, especially direct interactions.

#custserv

2013-02-20 2:10 am ImMarkBernhardt A1: Use surveys/polls only if you intend to review and act soon.

Polling for the sake of polling is wasteful of everyone's time.

#custserv

2013-02-20 2:10 am AlHopper_ Sometimes shows insincerity also RT @MarshaCollier: @AlHopper_

Follow up is wicked important - and so often overlooked! #custserv

2013-02-20 2:10 am Hyken RT @MarshaCollier: @AlHopper_ Follow up is wicked important - and

so often overlooked! #custserv

2013-02-20 2:11 am ABHuret A1 Social Listening is an important tool and not only via FB and

Twitter #VOC #custserv

2013-02-20 2:11 am LovelyLu @royatkinson Always so nice to see you this way Roy ;-) #custserv

2013-02-20 2:11 am fmisle @CustServGreeter I'm here! #custserv

2013-02-20 2:11 am TarynP @Leftlanesports needs to pay attn RT @MarshaCollier: How do you

listen to voice of the cust (VoC)? Ongoing?surveys?Interviews?

#custserv

2013-02-20 2:11 am KateNasser I ask CSRs, do you have a place to capture and share my feedback

as a customer? Often the answer is no! #custserv

2013-02-20 2:11 am N2peopleskills @CustServGreeter Evening Roy, Simon here. #custserv

2013-02-20 2:11 am imacsweb @MarshaCollier What I call "calling a CAB". Customer advisory

board. Bring in ur top custs regularly (quarterly) and talk w/them!!

#custserv

2013-02-20 2:11 am BH_Social A1: VoC has to come from verbatims, whether that's quantifying

popular sentiments or what. Scale of 0-5 doesn't work. #custserv

2013-02-20 2:11 am AlHopper_ Hi Shaleen! Better late than not at all. Haven't missed much!

@seventhman #custserv

2013-02-20 2:11 am ImMarkBernhardt RT @ABHuret: A1 Social Listening is an important tool and not only

via FB and Twitter #VOC #custserv

2013-02-20 2:11 am ABHuret Twitteratti: Apologies for the increased tweet volume the next hour

during #CustServ

2013-02-20 2:11 am MarshaCollier @fmisle @ABHuret @N2peopleskills Welcome to #custserv

2013-02-20 2:11 am TarynP @Leftlanesports RT @ABHuret: A1 Social Listening is an important

tool and not only via FB and Twitter #VOC #custserv

2013-02-20 2:12 am fmisle Pardon any excessive tweeting this next hour folks - due to

#custserv

2013-02-20 2:12 am tpgoebel A1 Transactional and annual NPS #custserv

2013-02-20 2:12 am GregOrtbach Q2: Do you have a voice of the customer (VoC) strategy, or take it

one customer at a time? #custserv

2013-02-20 2:12 am rrreevo Social customer service emerging as key differentiator for telecoms

#custserv http://t.co/62wQZWc7

2013-02-20 2:12 am BH_Social A1: Voice of the Customer is most authentic when it's unrequested.

Listening on forums, effective responses to customer postings

#custserv

2013-02-20 2:12 am amktdev Right. Key: Collate info from all channels coherently and regularly.

RT @MarshaCollier: @Hyken Right, dont miss any channel....

#custserv

2013-02-20 2:12 am MarshaCollier @imacsweb Customer Advisory Board .. yes, great idea. eBay used

to have "Voices" groups #custserv

2013-02-20 2:12 am CustServGreeter Yay! Good to see you! RT @fmisle: @CustServGreeter I'm here!

#custserv

2013-02-20 2:12 am N2peopleskills RT @ABHuret: A1 Social Listening is an important tool and not only

via FB and Twitter #VOC #custserv

2013-02-20 2:13 am seventhman @AlHopper_ Hey thanks! Reading previous posts about to join in a

few sec #custserv

2013-02-20 2:13 am CustServGreeter RT @KateNasser: I ask CSRs, do you have a place to capture and

share my feedback as a customer? Often the answer is no!

#custserv

2013-02-20 2:13 am MarshaCollier @amktdev Putting together all the pieces gives a full picture, yes!

#custserv

2013-02-20 2:13 am TarynP @Leftlanesports should learn via #custserv RT @KateNasser RT

@MarshaCollier @AlHopper_ Follow up is important - & often

overlooked!

2013-02-20 2:13 am N2peopleskills A1:If you are not listening your not learning #custserv

2013-02-20 2:13 am AlHopper_ RT @GregOrtbach: Q2: Do you have a voice of the customer (VoC)

strategy, or take it one customer at a time? #custserv

2013-02-20 2:13 am CustServGreeter RT @GregOrtbach: Q2: Do you have a voice of the customer (VoC)

strategy, or take it one customer at a time? #custserv

2013-02-20 2:13 am MarshaCollier Yes! RT @N2peopleskills: A1:If you are not listening your not learning

#custserv

2013-02-20 2:13 am ImMarkBernhardt RT @MarshaCollier: @imacsweb Customer Advisory Board .. yes,

great idea. eBay used to have "Voices" groups #custserv

2013-02-20 2:13 am BH_Social A2: The VoC strategy shouldn't differ by level. Company-wide focus

on soliciting efforts from all forms, iniatives #custserv

2013-02-20 2:13 am ABHuret A1 Seek out where your customer live online blogs, forums, message

boards, etc. But don't be a creeper! ; ) #VoC #custserv

2013-02-20 2:13 am MarshaCollier RT @GregOrtbach: Q2: Do you have a voice of the customer (VoC)

strategy, or take it one customer at a time? #custserv

2013-02-20 2:14 am N2peopleskills RT @GregOrtbach: Q2: Do you have a voice of the customer (VoC)

strategy, or take it one customer at a time? #custserv

2013-02-20 2:14 am tpgoebel A1 Our ticketing system is open for all employees, so product mgmt,

engineering, presales, exec mgmt can always see&learn #custserv

2013-02-20 2:14 am fmisle RT @N2peopleskills: A1:If you are not listening your not learning

#custserv

2013-02-20 2:14 am MarshaCollier ROFL RT @ABHuret: A1 Seek out where your customer live online

blogs, forums, message boards, etc. But don't be a creeper! ; ) #VoC

#custserv

2013-02-20 2:14 am KateNasser RT @BH_Social: A2: The VoC strategy shouldnt differ by level.

Company-wide focus on soliciting efforts from all forms, iniatives

#custserv

2013-02-20 2:14 am ABHuret @CustServGreeter Ha! Not tonight ... took a night off from the gym. : )

#Custserv

2013-02-20 2:14 am Hyken RT @MarshaCollier: RT @GregOrtbach: Q2: Do you have a voice of

the customer (VoC) strategy, or take it one customer at a time?

#custserv

2013-02-20 2:14 am AlHopper_ +1 RT @ABHuret: A1 Seek out where your customer live online

blogs, forums, message boards, etc. But dont be a creeper! ; ) #VoC

#custserv

2013-02-20 2:14 am BH_Social A2: Without a VoC strategy that applies to all customers, regardless

of level of concern, transparency/authenticity fail #custserv

2013-02-20 2:14 am MarshaCollier @tpgoebel Good that all depts/levels can combine impressions

#custserv

2013-02-20 2:15 am RickCanale @MarshaCollier in retail, the best place to know the customer is on

the sales floor and phone. work the front lines daily. #custserv

2013-02-20 2:15 am seventhman A1 Online forms + social media for me; I just think some people don't

like being asked to take surveys #custserv

2013-02-20 2:15 am doverbEy @MarshaCollier @abhuret No stalking allowed. #custserv

2013-02-20 2:15 am Hyken Love CAB's! RT @MarshaCollier: @imacsweb Customer Advisory

Board .. yes, great idea. eBay used to have "Voices" groups

#custserv

2013-02-20 2:15 am amktdev Perfect summary Marsha. RT @marshacollier: @amktdev Putting

together all the pieces gives a full picture, yes! #custserv

2013-02-20 2:15 am MarshaCollier WORK them! RT @RickCanale in retail, best place to know the

customer is on the sales floor and phone. work the front lines daily.

#custserv

2013-02-20 2:16 am Hyken RT @RickCanale: @MarshaCollier in retail, best place 2 know the

customer is on the sales floor & phone. work the front lines daily

#custserv

2013-02-20 2:16 am MarshaCollier Q3: If you work in a large organization, do you have exec support for

VoC - inspired changes? #custserv

2013-02-20 2:16 am spsullivan007 @GregOrtbach A2. Build it up one customer at a time until you have

an effective strategy. #custserv

2013-02-20 2:16 am CustServGreeter RT @MarshaCollier: Q3: If you work in a large organization, do you

have exec support for VoC - inspired changes? #custserv

2013-02-20 2:17 am RickCanale @CustServGreeter thank you, been a while. glad to be back.

#custserv

2013-02-20 2:17 am ABHuret Q2 Critical for non-customer facing staff to observe customers in their

natural habitats when building marketing, etc. #VoC #custserv

2013-02-20 2:17 am GregOrtbach RT @MarshaCollier: Q3: If you work in a large organization, do you

have exec support for VoC - inspired changes? #custserv

2013-02-20 2:17 am MarshaCollier Got my number: RT @seventhman: "I just think some people don't

like being asked to take surveys" #custserv

2013-02-20 2:17 am N2peopleskills A2:Talk to the customers, ask open questions. Surveys that ask for

**** are a joke. #custserv

2013-02-20 2:17 am Hyken RT @MarshaCollier: Q3: If you work in a large organization, do you

have exec support for VoC - inspired changes? #custserv

2013-02-20 2:17 am AlHopper_ @seventhman Surveys are often misleading. Clients may think of the

entire other CSR experiences and not the one they just had

#custserv

2013-02-20 2:17 am seventhman Love this>> RT @spsullivan007: @GregOrtbach A2. Build it up one

customer at a time until you have an effective strategy. #custserv

2013-02-20 2:17 am BH_Social A3: No initiative, much less customer service, succeeds without full

buy-in from leadership. #Social no different. #custserv

2013-02-20 2:17 am KnowledgeBishop "If you are not listening, you're not learning." - @N2peopleskills

#custserv #wisdom

2013-02-20 2:17 am AlHopper_ RT @GregOrtbach: RT @MarshaCollier: Q3: If you work in a large

organization, do you have exec support for VoC - inspired changes?

#custserv

2013-02-20 2:17 am MarshaCollier @doverbEy Stalking can be fun - brandwise of course #custserv

2013-02-20 2:17 am Pat_Cluett RT @MarshaCollier: Starting deep, Q1: How do you listen to the voice

of the customer (VoC)? Ongoing? Periodic surveys? Interviews?

#custserv

2013-02-20 2:18 am lucybrazier RT @KnowledgeBishop: "If you are not listening, you're not learning."

- @N2peopleskills #custserv #wisdom

2013-02-20 2:18 am KateNasser RT @ABHuret Critical for non-customer facing staff to observe

customers in natural habitats when building marketing, etc. #VoC

#custserv

2013-02-20 2:18 am CustServGreeter RT @BH_Social: A3: No initiative, much less customer service,

succeeds without full buy-in from leadership. #Social no different.

#custserv

2013-02-20 2:18 am MarshaCollier @Hyken I really, really want to hear your take on Q3 #custserv

2013-02-20 2:18 am BH_Social A3: A customer service prog succeeds by having it's executive level

as the biggest cheerleaders of transparent assistance #custserv

2013-02-20 2:18 am seventhman @AlHopper_ True, sometimes I think that CSAT surveys are 70%

subjective #custserv

2013-02-20 2:18 am MarshaCollier @N2peopleskills Open questions, face to face. Good plan #custserv

2013-02-20 2:19 am tpgoebel A3 Best to either have a VP of Customer Experience or a CCO

#custserv

2013-02-20 2:19 am mike_nunes Sorry #custserv jumping in late VofC (voice of the customer?) A3) I

would say very minimal from excutive support.

2013-02-20 2:19 am amktdev RT @BH_Social: A3: No initiative, much less customer service,

succeeds without full buy-in from leadership. #Social no different.

#custserv

2013-02-20 2:19 am KateNasser #VOC is the customer's pulse -- our vital sign too. #custserv

2013-02-20 2:19 am N2peopleskills RT @MarshaCollier: @Hyken I really, really want to hear your take on

Q3 #custserv

2013-02-20 2:19 am CustServGreeter Yes! RT @KateNasser: #VOC is the customer's pulse -- our vital sign

too. #custserv

2013-02-20 2:19 am ABHuret Surveys & focus groups only as good as the questions. Sometimes

'none of the above' or 'other' isn't even a choice. #VoC #custserv

2013-02-20 2:19 am Pat_Cluett @MarshaCollier #custserv A1: follow up calls asking for comments,

feedback and then survey completion, familiarization trips/tours etc.

2013-02-20 2:20 am AlHopper_ A3: We have a lot of support from execs and all levels. Leveraging

new platforms and channels are the result of client feedback

#custserv

2013-02-20 2:20 am MarshaCollier Continually ... RT @KateNasser: #VOC is the customer's pulse -- our

vital sign too. #custserv

2013-02-20 2:20 am Hyken A3: Execs must spend time in the trenches: Drive w/ sales people, go

on sales floor, time on phones, etc. #custserv

2013-02-20 2:20 am ABHuret Great analogy! RT @KateNasser: #VOC is the customers pulse -- our

vital sign too. #custserv

2013-02-20 2:20 am GregOrtbach Yep! Don't let it flatline! RT @ABHuret: Great analogy! RT

@KateNasser: #VOC is the customers pulse -- our vital sign too.

#custserv

2013-02-20 2:20 am KateNasser @BMRideas Great!!! #custserv

2013-02-20 2:20 am fmisle RT @tpgoebel: A3: Best to either have a VP of Customer Experience

or a CCO #custserv

2013-02-20 2:20 am N2peopleskills RT @Hyken: A3: Execs must spend time in the trenches: Drive w/

sales people, go on sales floor, time on phones, etc. #custserv

2013-02-20 2:20 am ABHuret @Hyken So true and I think this is across industries! #VoC #custserv

2013-02-20 2:21 am fmisle RT @Hyken: A3: Execs must spend time in the trenches: Drive w/

sales people, go on sales floor, time on phones, etc. #custserv

2013-02-20 2:21 am Hyken @MarshaCollier Hope you like my answer. Customer service starts at

the top and works its way all the way to the customer. #custserv

2013-02-20 2:21 am amktdev *supposed* to. RT @Hyken: A3: Execs must spend time in the

trenches: Drive w/ sales people, go on sales floor, time on phones....

#custserv

2013-02-20 2:21 am MarshaCollier Do every job!.RT @Hyken: A3: Execs must spend time in the

trenches: Drive w/ sales people, go on sales floor, time on phones,

etc. #custserv

2013-02-20 2:21 am GregOrtbach Q4: Who evaluates voice of the customer (VoC) feedback in your

organization? How often? #custserv

2013-02-20 2:22 am Hyken Yes. All industries. RT @ABHuret: @Hyken So true and I think this is

across industries! #VoC #custserv

2013-02-20 2:22 am Pat_Cluett RT @GregOrtbach: Q2: Do you have a voice of the customer (VoC)

strategy, or take it one customer at a time? #custserv

2013-02-20 2:22 am CustServGreeter RT @GregOrtbach: Q4: Who evaluates voice of the customer (VoC)

feedback in your organization? How often? #custserv

2013-02-20 2:22 am Hyken RT @GregOrtbach: Q4: Who evaluates voice of the customer (VoC)

feedback in your organization? How often? #custserv

2013-02-20 2:22 am AlHopper_ Don't forget us service dept peeps! @Hyken we drive repeat sales

and brand ambassadors ;0) #custserv

2013-02-20 2:22 am KateNasser TY @GregOrtbach Yep Dont let it flatline RT @ABHuret: Gr8 analogy

RT @KateNasser #VOC is the customers pulse -- our vital sign too

#custserv

2013-02-20 2:22 am AlHopper_ RT @GregOrtbach: Q4: Who evaluates voice of the customer (VoC)

feedback in your organization? How often? #custserv

2013-02-20 2:22 am JodannaCook RT “@KnowledgeBishop: "If you are not listening, you're not

learning." - @N2peopleskills #custserv #wisdom” So true!!

#lowSBchamps #socbiz

2013-02-20 2:22 am N2peopleskills RT @GregOrtbach: Q4: Who evaluates voice of the customer (VoC)

feedback in your organization? How often? #custserv

2013-02-20 2:22 am MarshaCollier @Hyken John Knight (newspapers) had a team that trained in

EVERY dept to better understand the process #custserv

2013-02-20 2:22 am ilkeryoldas RT @MarshaCollier: Got my number: RT @seventhman: "I just think

some people don't like being asked to take surveys" #custserv

2013-02-20 2:22 am BH_Social A3: On flipside, managers/execs LEADING custserv progs, they must

also be reminded thru experience what their employees do #custserv

2013-02-20 2:22 am complexified Greetings & salutations, a bit late RT @CustServGreeter Starts NOW:

"What can we learn from the Voice of the Customer?" #custserv

2013-02-20 2:22 am ABHuret Nordstrom wrote book on this ... all sr mgmt has worked on sales

floor. Every industry can modify this strategy #VoC #custserv

2013-02-20 2:22 am tpgoebel A4 Our VP of Customer Experience, aligned with our VP of Customer

Obsession #custserv

2013-02-20 2:22 am ilkeryoldas RT @MarshaCollier: Q3: If you work in a large organization, do you

have exec support for VoC - inspired changes? #custserv

2013-02-20 2:23 am MarshaCollier Who? RT @GregOrtbach: Q4: Who evaluates voice of the customer

(VoC) feedback in your organization? How often? #custserv

2013-02-20 2:23 am ImMarkBernhardt I see a lot of adversarial talk of front lines and trenches. #CustServ

should be more helpline than front line.

2013-02-20 2:23 am Pat_Cluett @MarshaCollier @GregOrtbach #custserv A2: the strategy is to

ensure that every customer is followed up with and thanked for their

business

2013-02-20 2:23 am Hyken @MarshaCollier Agree. Everyone should have some front line

experience. Helps put the #custserv philosophy in perspective.

#custserv

2013-02-20 2:23 am KateNasser RT @ABHuret: Nordstrom wrote book on this ... all sr mgmt has

worked on sales floor. Every industry can modify this strategy #VoC

#custserv

2013-02-20 2:23 am AlHopper_ A4: We get immediate feedback from clients via e-services and

regular summaries from managers/VoC teams #custserv

2013-02-20 2:23 am CustServGreeter RT @ABHuret: Nordstrom wrote book on this ... all sr mgmt has

worked on sales floor. Every industry can modify this strategy #VoC

#custserv

2013-02-20 2:23 am LovelyLu A4 I evaluate VoC and then report across the board. I always make

sure everyone hears good and bad. #CustServ

2013-02-20 2:23 am BH_Social A4: FWIW too many companies allow their own custserv team to

determine sentiment, VoC satisfaction numbers #custserv

2013-02-20 2:23 am MarshaCollier @Hyken I always like your answers, I'm a fan #custserv

2013-02-20 2:24 am Hyken BANG! RT @MarshaCollier: @Hyken John Knight (newspapers) had

a team that trained in EVERY dept to better understand the process

#custserv

2013-02-20 2:24 am ANCHORSEND1 RT @KnowledgeBishop: "If you are not listening, you're not learning."

- @N2peopleskills #custserv #wisdom

2013-02-20 2:24 am CustServGreeter Bravo! RT @LovelyLu: A4 I evaluate VoC and then report across the

board. I always make sure everyone hears good and bad. #CustServ

2013-02-20 2:24 am Hyken RT @ABHuret: Nordstrom wrote book on this ... all sr mgmt has

worked on sales floor. Every industry can modify this strategy #VoC

#custserv

2013-02-20 2:24 am MarshaCollier How so? RT @BH_Social: A4: FWIW too many companies allow their

own #custserv team to determine sentiment, VoC satisfaction

numbers

2013-02-20 2:24 am complexified #custserv A1: in all ways, at all points in their experience. Do we

meet/surpass expectations?

2013-02-20 2:24 am N2peopleskills A4:Whoever it is needs to have good empathic skills, B excellent

communicator, & listen without judgement. #custserv

2013-02-20 2:24 am MarshaCollier @Hyken I even learned how to mount the plates on the giant presses!

#custserv

2013-02-20 2:24 am ABHuret We did this even launching mutual funds. We listened to calls and sat

thru sales training to understand cust & staff issues #VoC #custserv

2013-02-20 2:24 am Hyken Awe shucks. I like your answers too!RT @MarshaCollier: @Hyken I

always like your answers, Im a fan #custserv

2013-02-20 2:24 am CJDIndy RT @KnowledgeBishop: "If you are not listening, you're not learning."

- @N2peopleskills #custserv #wisdom

2013-02-20 2:25 am mike_nunes A1) Face-to-Face and phone surveys (NPS), of if it's really bad or

ambiguous a manager calls. #custserv

2013-02-20 2:25 am BH_Social @MarshaCollier When you have your #Custserv team judging

customer sentiment, something they're req to keep up, bias arises

#custserv

2013-02-20 2:25 am RickCanale RT @Hyken: A3: Execs must spend time in the trenches: Drive w/

sales people, go on sales floor, time on phones, etc. #custserv

2013-02-20 2:25 am MarshaCollier @mike_nunes Face-to-face is always a win #custserv

2013-02-20 2:26 am MarshaCollier @BH_Social I certainly believe they would! #custserv

2013-02-20 2:26 am Hyken Can't forget you! RT @AlHopper_: Dont forget us service dept peeps!

@Hyken we drive repeat sales and brand ambassadors ;0) #custserv

2013-02-20 2:26 am Pat_Cluett Yes, let me tell you here and now! RT @seventhman: A1 ... I just

think some people don't like being asked to take surveys #custserv

2013-02-20 2:26 am BH_Social Concepts like sentiment, satisfaction requires distance from initial

interaction. Easy to pressure, adjust scores, "not so srs" #custserv

2013-02-20 2:26 am complexified #custserv A2: I am working currently with Canada's Instit. For

Citizen-Centred Service. common metric set, database. I've a VOC

strategy.

2013-02-20 2:26 am mike_nunes RT @CustServGreeter: RT @GregOrtbach: Q4: Who evaluates voice

of the customer (VoC) feedback in your organization? How often?

#custserv

2013-02-20 2:26 am GregOrtbach @Pat_Cluett @seventhman Perhaps we should do a survey? Oh wait

a minute.... never mind. :) #custserv

2013-02-20 2:26 am Pat_Cluett RT @MarshaCollier: Q3: If you work in a large organization, do you

have exec support for VoC - inspired changes? #custserv

2013-02-20 2:27 am seventhman You get to see non-verbal cues :) RT @MarshaCollier: @mike_nunes

Face-to-face is always a win #custserv

2013-02-20 2:27 am BH_Social @MarshaCollier You're in favor of or against custserv teams scoring

customer sentiment themselves? 3rd party if possible 100%

#custserv

2013-02-20 2:27 am CustServGreeter Har dee har. > RT @GregOrtbach: @Pat_Cluett @seventhman

Perhaps we should do a survey? Oh wait a minute.... never mind. :)

#custserv

2013-02-20 2:27 am imacsweb @Hyken Thank you Shep! They do work, very low investment, huge

return. @MarshaCollier #custserv

2013-02-20 2:27 am tsbandito @MarshaCollier @mike_nunes FWIW, I'm tired of the face-to-face, if

there is no meat behind it... stay away! #custserv

2013-02-20 2:27 am jandis_price RT @KateNasser: Listen to the #VOC through any mode the

customers naturally speak. #custserv

2013-02-20 2:27 am complexified #custserv A3: for change driven by VoC, usually need to obtain exec

support for significant stuff

2013-02-20 2:27 am N2peopleskills In todays internet world 2 listen to VoC must understand cultural

differences to succeed in #custserv

2013-02-20 2:27 am imacsweb RT @MarshaCollier: @Hyken I always like your answers, I'm a fan

#custserv

2013-02-20 2:28 am ABHuret Ironically, it always comes back to listening skills which predate

#social, cellphones, internet, etc. No technology required #VoC

#custserv

2013-02-20 2:28 am MarshaCollier Q5: How do you prioritize VoC-based changes? Loyalty? Spending?

Other? #custserv

2013-02-20 2:28 am amktdev Best survey ever! RT @GregOrtbach: @Pat_Cluett @seventhman

Perhaps we should do a survey? Oh wait a minute.... never mind. :)

#custserv

2013-02-20 2:28 am GregOrtbach .RT @MarshaCollier: Q5: How do you prioritize VoC-based changes?

Loyalty? Spending? Other? #custserv

2013-02-20 2:28 am CustServGreeter Great point. RT @N2peopleskills: In todays internet world 2 listen to

VoC must understand cultural differences to succeed in #custserv

2013-02-20 2:28 am CustServGreeter RT @MarshaCollier: Q5: How do you prioritize VoC-based changes?

Loyalty? Spending? Other? #custserv

2013-02-20 2:28 am Hyken RT @seventhman: You get to see non-verbal cues :) RT

@MarshaCollier: @mike_nunes Face-to-face is always a win

#custserv

2013-02-20 2:28 am N2peopleskills RT @MarshaCollier: Q5: How do you prioritize VoC-based changes?

Loyalty? Spending? Other? #custserv

2013-02-20 2:28 am Hyken RT @MarshaCollier: Q5: How do you prioritize VoC-based changes?

Loyalty? Spending? Other? #custserv

2013-02-20 2:28 am AlHopper_ RT @MarshaCollier: Q5: How do you prioritize VoC-based changes?

Loyalty? Spending? Other? #custserv

2013-02-20 2:28 am TarynP #custserv It's a prob when there is good VoC listening on social

channels but disconnect when turned over to corp cust svc dpt

2013-02-20 2:28 am MarshaCollier I hope everyone notices @GregOrtbach 's new avatar. Is this just for

the #custserv chat?

2013-02-20 2:29 am mike_nunes @tsbandito @MarshaCollier face-to-face is a win as long there's no

"passing the buck". it's the idiots wasting your time #custserv

2013-02-20 2:29 am complexified #custserv A4: at last givt org, in HHS, Communications dept first,

then exec team as needed.

2013-02-20 2:29 am Pat_Cluett @MarshaCollier #custserv. A3: goes back to listening in order to

communicate needed changes effectively to exec level and create

results

2013-02-20 2:29 am imacsweb @GregOrtbach A4: Me, myself and I for the company. Three of us for

clients plus their internal people. #custserv #VOC #RoR

2013-02-20 2:29 am CustServGreeter RT @TarynP: #custserv It's a prob when there is good VoC listening

on social channels but disconnect when turned over to corp cust svc

dpt

2013-02-20 2:29 am RichardNatoli A5: Isn't revenue/sales an indication of loyalty? #custserv

2013-02-20 2:29 am ABHuret Q5 Biggest challenge in high tech world on steroids is filtering out

"noise" so you can HEAR #VoC #custserv

2013-02-20 2:29 am tsbandito @mike_nunes @MarshaCollier indeed, has to be something behind

it, otherwise just a waste of time (on both sides). #custserv

2013-02-20 2:29 am Pat_Cluett RT @MarshaCollier: Who? RT @GregOrtbach: Q4: Who evaluates

voice of the customer (VoC) feedback in your organization? How

often? #custserv

2013-02-20 2:29 am GregOrtbach Less painful than a tat! RT @MarshaCollier: I hope everyone notices

@GregOrtbach 's new avatar. Is this just for the #custserv chat?

2013-02-20 2:30 am CustServGreeter HALFTIME!!! Please hoist your favorite beverage. #Zappos!

#custserv

2013-02-20 2:30 am MarshaCollier Disconnect w corporate is an ISSUE! RT @TarynP: Prob when good

VoC listening on social but disconnect when turned over to corp

#custserv

2013-02-20 2:30 am CustServGreeter Yes. RT @RichardNatoli: A5: Isn't revenue/sales an indication of

loyalty? #custserv

2013-02-20 2:30 am peoplefw .@MarshaCollier hi! joining late. i'm a first timer for #custserv be

gentle with me ;-)

2013-02-20 2:30 am seventhman @GregOrtbach Haha, that made me laugh... how many questions?

#custserv

2013-02-20 2:30 am BH_Social A5: Scaled VoC-based changes should only be loyalty based. 4 $500

purchases < 40 $75 purchases #custserv

2013-02-20 2:30 am peoplefw RT @CustServGreeter: HALFTIME!!! Please hoist your favorite

beverage. #Zappos! #custserv

2013-02-20 2:30 am amktdev A5. The first impact I've experienced is changes to the

product/features/functionality. Then reactive to loyalty, spend, etc.

#custserv

2013-02-20 2:30 am GregOrtbach @peoplefw So glad you're here Lynn. Welcome. @MarshaCollier

#custserv

2013-02-20 2:30 am CustServGreeter RT @ABHuret: Q5 Biggest challenge in high tech world on steroids is

filtering out "noise" so you can HEAR #VoC #custserv

2013-02-20 2:30 am AlHopper_ Moor #coffee!!!! RT @CustServGreeter: HALFTIME!!! Please hoist

your favorite beverage. #Zappos! #custserv

2013-02-20 2:31 am MarshaCollier @peoplefw Be sure to follow the #custserv hashtag and see what

we're doing :)

2013-02-20 2:31 am peoplefw high tweet warning due to chat time....poppin my #CustServ cherry

during halftime. long work day! hi all!

2013-02-20 2:31 am N2peopleskills @GregOrtbach Very impressive young padawan #custserv

2013-02-20 2:31 am peoplefw RT @GregOrtbach: @peoplefw So glad you're here Lynn. Welcome.

@MarshaCollier #custserv<~ thanks so much, Greg!

2013-02-20 2:31 am Pat_Cluett @MarshaCollier @GregOrtbach #custserv A4: combination of

operations who get on-site #VOC and sales doing follow up to on-site

and post #VOC

2013-02-20 2:31 am ABHuret Iced Tea cheers! #cleanse ; ) RT @CustServGreeter: HALFTIME!!!

Please hoist your favorite beverage. #Zappos! #custserv

2013-02-20 2:31 am Hyken Could be a good indication. RT @RichardNatoli: A5: Isnt

revenue/sales an indication of loyalty? #custserv

2013-02-20 2:31 am LovelyLu Cheers! RT @CustServGreeter: HALFTIME!!! Please hoist your

favorite beverage. #Zappos! #CustServ

2013-02-20 2:31 am MarshaCollier +1 RT @LovelyLu: Cheers! RT @CustServGreeter: HALFTIME!!!

Please hoist your favorite beverage. #Zappos! #CustServ

2013-02-20 2:31 am AlHopper_ Welcome and enjoy! RT @peoplefw: .@MarshaCollier hi! joining late.

im a first timer for #custserv be gentle with me ;-) #custserv

2013-02-20 2:32 am peoplefw @MarshaCollier already done, thanks! on my #TweetGrid now for

#CustServ

2013-02-20 2:32 am KateNasser If you predetermine which customer's voice is important, you are

betting against future growth. #voc #custserv

2013-02-20 2:32 am MarshaCollier @Pat_Cluett Who "gets" the VOC in your company? #custserv

2013-02-20 2:32 am seventhman A5 Numbers can be misleading, I think one must consider the

frequency of purchases made by customers and for how much

#custserv

2013-02-20 2:32 am LovelyLu A5 Loyalty outweighs $$ in the long term. Loyalty usually results in

$$. Those that spend up front don't necessarily stay. #CustServ

2013-02-20 2:32 am peoplefw RT @LovelyLu: Cheers! RT @CustServGreeter: HALFTIME!!! Please

hoist your favorite beverage. #Zappos! #CustServ<~ cheers! my

@Peets in hand

2013-02-20 2:32 am imacsweb @MarshaCollier A5: Unlike tiered #custserv last week, prioritization

for changes is "all in" for us. Ignoring one voice could be detrimental

2013-02-20 2:32 am BH_Social Should be asked "when does pursuing VoC go too far?" Solis' study

showed 51% dislike intrusive brand engagement efforts #custserv

2013-02-20 2:32 am mike_nunes @RichardNatoli I would start with Revenue 1st: Retention, Word of

Mouth and then the sales number #interchangable? #custserv

2013-02-20 2:33 am mike_nunes RT @RichardNatoli: A5: Isn't revenue/sales an indication of loyalty?

#custserv

2013-02-20 2:33 am N2peopleskills A5:If you hear a mouse listen, because where there is one there are

many more. #custserv

2013-02-20 2:33 am imacsweb RT @Hyken: Could be a good indication. RT @RichardNatoli: A5:

Isnt revenue/sales an indication of loyalty? #custserv

2013-02-20 2:33 am IreneKoehler Just spent hours, yes hours, to book @SouthwestAir flight. #custserv

was no help whatsoever. Rep was downright rude.

2013-02-20 2:33 am CustServGreeter RT @N2peopleskills: A5:If you hear a mouse listen, because where

there is one there are many more. #custserv

2013-02-20 2:33 am peoplefw .@MarshaCollier hi! joining late. im a first timer for #custserv be

gentle with me ;-) #custserv<~thx, Al. nice to tweet you!

2013-02-20 2:33 am bsdalton Better late than never (becoming a common theme) #custserv

2013-02-20 2:33 am KateNasser Some companies are now asking customers how often do they want

to be asked for #voc responses. #custserv

2013-02-20 2:33 am MarshaCollier One voice can carry a lot of weight these days RT @imacsweb: "is

"all in" for us. Ignoring one voice could be detrimental" #custserv

2013-02-20 2:33 am Hyken Smart, no assumptions. RT @KateNasser: If you predetermine which

customers voice is important, you bet against future growth.

#custserv

2013-02-20 2:33 am ScottATavegia RT @Hyken: A3: Execs must spend time in the trenches: Drive w/

sales people, go on sales floor, time on phones, etc. #custserv

2013-02-20 2:33 am GregOrtbach Q6: On your organization's planning, how important is VoC input?

#custserv

2013-02-20 2:34 am MarshaCollier RT @GregOrtbach: Q6: On your organization's planning, how

important is VoC input? #custserv

2013-02-20 2:34 am CustServGreeter Welcome Barry! RT @bsdalton: Better late than never (becoming a

common theme) #custserv

2013-02-20 2:34 am KateNasser @peoplefw Welcome! #custserv

2013-02-20 2:34 am CustServGreeter RT @GregOrtbach: Q6: On your organization's planning, how

important is VoC input? #custserv

2013-02-20 2:34 am Hyken I like this. RT @N2peopleskills: A5:If you hear a mouse listen,

because where there is one there are many more. #custserv

2013-02-20 2:34 am tsbandito @CustServGreeter thanks, bouncing in and out today; but glad to

stop in #custserv

2013-02-20 2:34 am AlHopper_ RT @GregOrtbach: Q6: On your organizations planning, how

important is VoC input? #custserv

2013-02-20 2:34 am BH_Social Guys... @IreneKoheler needs help. Get on it airline people!

#custserv

2013-02-20 2:34 am TarynP @LovelyLu @CustServGreeter Enjoying a lemon zinger tea with

lavender honey! #custserv

2013-02-20 2:34 am imacsweb @RichardNatoli Yes, but advocacy carries well outside the scope of

dollars/revenue. Share of voice/influence matter for biz change

#custserv

2013-02-20 2:34 am KateNasser RT @MarshaCollier: RT @GregOrtbach: Q6: On your organizations

planning, how important is VoC input? #custserv

2013-02-20 2:34 am Hyken RT @CustServGreeter: RT @GregOrtbach: Q6: On your

organizations planning, how important is VoC input? #custserv

2013-02-20 2:34 am peoplefw @MarshaCollier thank you - got it! i'm all about VOC :-) #superuser

#CRM #SMM #CustServ you are awesome, Marsha!

2013-02-20 2:34 am Pat_Cluett My cup of tea is cold as cannot keep up tonight! RT

@CustServGreeter: HALFTIME!!! Please hoist your favorite

beverage. #Zappos! #custserv

2013-02-20 2:34 am MarshaCollier That's what I'm talking about! +1 RT @RichardNatoli: A5: Isn't

revenue/sales an indication of loyalty? #custserv

2013-02-20 2:35 am N2peopleskills A5:frequency of purchases should be recognized, keep your

customers you have happy. #custserv

2013-02-20 2:35 am seventhman @N2peopleskills reminds me of someone saying.. 'who moved my

cheese?' #custserv

2013-02-20 2:35 am N2peopleskills RT @Hyken: RT @CustServGreeter: RT @GregOrtbach: Q6: On

your organizations planning, how important is VoC input? #custserv

2013-02-20 2:35 am amktdev This is where volunteered info is so critical. RT BH_Social: Should be

asked "when does pursuing VoC go too far?".... #custserv

2013-02-20 2:35 am peoplefw A5:If you hear a mouse listen, because where there is one there are

many more. #custserv

2013-02-20 2:35 am bsdalton RT @BH_Social Solis' study showed 51% dislike intrusive brand

engagement efforts #custserv <going to get worse

2013-02-20 2:35 am kevintpayne RT @MarshaCollier: That's what I'm talking about! +1 RT

@RichardNatoli: A5: Isn't revenue/sales an indication of loyalty?

#custserv

2013-02-20 2:35 am YourMomBot @kevintpayne Your mom's talking about! +1 RT @RichardNatoli: A5:

Isn't revenue/sales an indication of loyalty? #custserv

2013-02-20 2:35 am KateNasser #VOC is critical. The wind tips the sail & #voc tips the sale -- truly.

#custserv

2013-02-20 2:35 am BH_Social Every company claims VoC is top priority. Judge if they're for real by

how many extensions/versions of custserv they have #custserv

2013-02-20 2:35 am LovelyLu @tarynp Seltzer w/lemon here! @CustServGreeter #CustServ

2013-02-20 2:35 am CustServGreeter @Pat_Cluett #custserv tea…. hmmmmm. Can we brand that? :)

2013-02-20 2:35 am MarshaCollier Building loyalty RT @N2peopleskills: A5:frequency of purchases

should be recognized, keep your customers you have happy.

#custserv

2013-02-20 2:35 am GregOrtbach As always thanks to all for the #custserv question RTs - the crew

appreciates it!

2013-02-20 2:36 am imacsweb @GregOrtbach A6: Very. Put it this way: Without it you're lost or will

be shortly. And that goes well beyond planning!! #custserv #VoC

2013-02-20 2:36 am MarshaCollier Q7: How do you record, keep and review VoC information - CRM?

Database? Informally? r#custserv

2013-02-20 2:36 am GregOrtbach RT @MarshaCollier: Q7: How do you record, keep and review VoC

information - CRM? Database? Informally? r#custserv

2013-02-20 2:36 am CustServGreeter RT @GregOrtbach: As always thanks to all for the #custserv

question RTs - the crew appreciates it!

2013-02-20 2:36 am N2peopleskills ALways give a cupA in UK RT @CustServGreeter: @Pat_Cluett

#custserv tea…. hmmmmm. Can we brand that? :) #custserv

2013-02-20 2:36 am seventhman Well said >> RT @KateNasser: #VOC is critical. The wind tips the sail

& #voc tips the sale -- truly. #custserv

2013-02-20 2:36 am tsbandito @MarshaCollier @RichardNatoli Depends - sometimes people spend

for different reasons, including proprietary lock ins! #custserv

2013-02-20 2:36 am LovelyLu And we appreciate you! RT @GregOrtbach: As always thanks to all

for the #custserv question RTs - the crew appreciates it! #CustServ

2013-02-20 2:36 am CustServGreeter RT @MarshaCollier: Q7: How do you record, keep and review VoC

information - CRM? Database? Informally? #custserv

2013-02-20 2:36 am BH_Social @amktdev Exactly. Problem tho is if companies should treat public

postings as intentional disclosures by (prospective) customers

#custserv

2013-02-20 2:36 am Pat_Cluett Operations have static responses and sales reacts/affects change RT

@MarshaCollier: Who "gets" the VOC in your company? #custserv

2013-02-20 2:37 am mike_nunes A6) We've steadied the ship, but it still a number games. figuring out a

new culture with Social Media #BigBox #custserv

2013-02-20 2:37 am amktdev RT @BH_Social: Every company claims VoC is top priority. Judge if

theyre for real by how many extensions/versions of custserv....

#custserv

2013-02-20 2:37 am bsdalton RT @mike_nunes: RT @RichardNatoli: A5: Isn't revenue/sales an

indication of loyalty? #custserv <no. One timers. First timers

2013-02-20 2:37 am GregOrtbach A7: CRM definitely helps with the storing and sharing as well as solid

SM monitoring, but above all... listening. #custserv

2013-02-20 2:37 am LovelyLu All of the above! RT @MarshaCollier Q7: How do you record, keep

and review VoC information - CRM? Database? Informally?

#CustServ

2013-02-20 2:37 am N2peopleskills RT @CustServGreeter: RT @MarshaCollier: Q7: How do you record,

keep and review VoC information - CRM? Database? Informally?

#custserv

2013-02-20 2:37 am Hyken A6: How important is it to have a customer? Listen and react to the

#VOC. Without customers there is no business. #custserv

2013-02-20 2:37 am peoplefw A6 VoC is huge for our businesses and repeat business with added

referrals tell the story, convert to long-range success #CustServ

2013-02-20 2:37 am MarshaCollier @mike_nunes It has to be done right, the first time. Big step

#custserv

2013-02-20 2:37 am seventhman A7 Database for me; will consider social CRM soon #custserv

2013-02-20 2:37 am Pat_Cluett Front Line is best place for real and genuine feedback. RT

@MarshaCollier: @Pat_Cluett Who "gets" the VOC in your company?

#custserv

2013-02-20 2:38 am AlHopper_ A7: Personally, I keep a journal/spreadsheet with client feedback from

interactions so I can look back and learn right & wrong #custserv

2013-02-20 2:38 am peoplefw .@KateNasser thank you so much, Kate. Glad to have found you via

@MarshaCollier this morning! #CustServ

2013-02-20 2:38 am complexified #custserv sigh... Home late in rain, then dog duty. Well... That's

serving my customer too :-)

2013-02-20 2:38 am BH_Social A7: VoC should be integrated everywhere sales are (CRM, etc). Prev

concerns should be top priority while selling to (again) #custserv

2013-02-20 2:38 am N2peopleskills A7:Database #custserv

2013-02-20 2:38 am peoplefw RT @CustServGreeter: RT @MarshaCollier: Q7: How do you record,

keep and review VoC information - CRM? Database? Informally?

#custserv

2013-02-20 2:38 am MarshaCollier Forgive me #custserv for being quiet, I'm small biz and interested in

all you have to say

2013-02-20 2:38 am ABHuret Hearing nothing doesn't mean all is fine, either. You can address

negative feedback; complete apathy = kiss of death. #VoC #custserv

2013-02-20 2:38 am CustServGreeter Arnold Palmer here. RT @LovelyLu: @tarynp Seltzer w/lemon here!

@CustServGreeter #CustServ

2013-02-20 2:38 am Hyken RT @MarshaCollier Q7: How do you record, keep and review VoC

information - CRM? Database? Informally? #custserv

2013-02-20 2:38 am CustServGreeter RT @MarshaCollier: Forgive me #custserv for being quiet, I'm small

biz and interested in all you have to say

2013-02-20 2:38 am N2peopleskills RT @complexified: #custserv sigh... Home late in rain, then dog

duty. Well... Thats serving my customer too :-) #custserv

2013-02-20 2:38 am LovelyLu A7 I fight for what I hear our customers say... I make sure it is out

there in a myriad of ways. #CustServ

2013-02-20 2:38 am KateNasser For internal customer service (e.g. IT #servicedesk) - #voc is how

business & technology connect for success. #cio #custserv

2013-02-20 2:38 am Pat_Cluett Lol RT @amktdev: Best survey ever! RT @GregOrtbach:

@seventhman Perhaps we should do a survey? Oh wait a minute....

never mind. #custserv

2013-02-20 2:38 am AlHopper_ I should move up to a truer database system RT @seventhman: A7

Database for me; will consider social CRM soon #custserv

2013-02-20 2:38 am peoplefw RT @GregOrtbach: A7: CRM definitely helps with the storing and

sharing; solid SM monitoring, above all... listening. #custserv<~

YES!!

2013-02-20 2:38 am MarshaCollier @ABHuret If you don't address ONE negative, you may face a

snowstorm of bad media #custserv

2013-02-20 2:39 am CustServGreeter RT @KateNasser: For internal customer service (e.g. IT

#servicedesk) - #voc is how business & technology connect for

success. #cio #custserv

2013-02-20 2:39 am MarshaCollier Yes! RT @KateNasser: For internal customer service (e.g. IT

#servicedesk) - #voc is how business & technology connect for

success #custserv

2013-02-20 2:39 am ABHuret A7 Depends on channel in which it is received. Letter to CEO might

not make CRM database the way a phone call would #VoC

#custserv

2013-02-20 2:39 am peoplefw RT @ABHuret: Hearing nothing doesn't mean all is fine, either. You

can address neg feedback; apathy = kiss of death. #VoC #custserv

<~ yep!!

2013-02-20 2:39 am seventhman Nice >> RT @MarshaCollier: Forgive me #custserv for being quiet,

Im small biz and interested in all you have to say #custserv

2013-02-20 2:39 am GregOrtbach Ensure there are no 'crossed lines' in your Front Line and you've got

home ice advantage. #custserv

2013-02-20 2:39 am bsdalton A7: typically spread out across enterprise. Web forms, CRM,

surveys, call recordings. #CustServ

2013-02-20 2:40 am AlHopper_ RT @GregOrtbach: A7: CRM definitely helps with the storing and

sharing as well as solid SM monitoring, but above all... listening.

#custserv

2013-02-20 2:40 am BH_Social A7: Almost impossible to sell without knowing what your customer's

concerns were on prev purchase. VoC goes in CRM at min #custserv

2013-02-20 2:40 am MarshaCollier Interesting, yet customers feel a written letter to C-level carries the

most power. How do you address? #custserv @ABHuret

2013-02-20 2:40 am complexified #custserv A5: my last gov job was in HHS on mental health &

substance abuse. We ranked outcomes based on immediacy of

need.. Suicide, detox

2013-02-20 2:40 am Hyken RT @ABHuret: Hearing nothing doesnt mean all is fine, either. You

can address negative feedback; complete apathy = kiss of death

#custserv

2013-02-20 2:40 am AlHopper_ Very true #custserv RT @RallyinCulture: @AlHopper_

@gregortbach Um, imperative! No customers, no organization to plan!

:)

2013-02-20 2:40 am ABHuret @MarshaCollier Of course! Even if u ignore pos feedback, it can be a

miss. Meant more about not assuming no news means happy #VoC

#CustServ

2013-02-20 2:40 am N2peopleskills As a customer, I say, please big companies acknowledge my voice.

#custserv

2013-02-20 2:40 am justinmrobbins Spending my night immersed in a #wfm project. I take my hat off to

those masters of #callcenter #data. I'll stick with the #custserv world!

2013-02-20 2:40 am peoplefw A7 - all of the above. Listen Listen Listen and track results. Stats tell

story overall, along w real voices, #community outreach #CustServ

2013-02-20 2:40 am MarshaCollier @mike_nunes Company culture pretty much makes it #custserv

2013-02-20 2:41 am N2peopleskills RT @ABHuret: Hearing nothing doesnt mean all is fine, either. You

can address negative feedback; complete apathy = kiss of death

#custserv

2013-02-20 2:41 am CustServGreeter Culture eats… well, pretty much anything it wants. RT

@MarshaCollier: @mike_nunes Company culture pretty much makes

it #custserv

2013-02-20 2:41 am CASUDI A7 learned more about using social w #custserv = helping clients

and small biz I mentor #getrealchat

2013-02-20 2:41 am MarshaCollier Measure & ACT! RT @peoplefw: A7 Listen and track results. Stats tell

story overall, along w real voices, #community outreach #CustServ

2013-02-20 2:41 am GregOrtbach Q8: If you are in a larger organization, do you share VoC insights with

other functions/teams? #custserv

2013-02-20 2:41 am KateNasser Amen to that! RT @N2peopleskills: As a customer, I say, please big

companies acknowledge my voice. #custserv

2013-02-20 2:41 am amktdev A7. (part 1) BI tool capable of analyzing qualitative and quantitative

data from all channels despite CRM and DB limitations. #custserv

2013-02-20 2:41 am MarshaCollier RT @GregOrtbach: Q8: If you are in a larger organization, do you

share VoC insights with other functions/teams? #custserv

2013-02-20 2:41 am LHarrits RT @GregOrtbach: Reminder: Please save links etc until the end of

the chat so we can keep the #custserv archives pristine.

2013-02-20 2:42 am CustServGreeter RT @GregOrtbach: Q8: If you are in a larger organization, do you

share VoC insights with other functions/teams? #custserv

2013-02-20 2:42 am PamMktgNut RT @CASUDI: A7 learned more about using social w #custserv =

helping clients and small biz I mentor #getrealchat

2013-02-20 2:42 am MarshaCollier @CASUDI So good to see you again! It's been a while, you were

missed in #custserv

2013-02-20 2:42 am LHarrits RT @GregOrtbach: Tonight's Topic: "What can we learn from the

Voice of the Customer?" #custserv

2013-02-20 2:42 am AlHopper_ RT @GregOrtbach: Q8: If you are in a larger organization, do you

share VoC insights with other functions/teams? #custserv

2013-02-20 2:42 am peoplefw @KateNasser ooooooh, sounds interesting!! i'll try to make that one

too! #CustServ #peopleskills thank you, Kate!

2013-02-20 2:42 am amktdev A7 (part 2) And smart folks to turn data analysis into insight for

product innovation, marketing, sales, service. #custserv

2013-02-20 2:42 am BH_Social A8: Knowing customer sentiments/VoC helps better shape Marketing,

Mgmt, Sales craft msg, improve service #custserv

2013-02-20 2:42 am juliaserafina RT @CASUDI: A7 learned more about using social w #custserv =

helping clients and small biz I mentor #GetRealChat

2013-02-20 2:42 am N2peopleskills RT @MarshaCollier: RT @GregOrtbach: Q8: If you are in a larger

organization, do you share VoC insights with other functions/teams?

#custserv

2013-02-20 2:42 am ABHuret @MarshaCollier C-level letters do carry most weight; but they don't

always trickles down to CRM, etc. in terms of 'tracking' #CustServ

2013-02-20 2:42 am Hyken Negative letter are debriefed w/ goal to eliminate or reduce similar

future problems. Do the same for accolade letters. #custserv

2013-02-20 2:42 am bsdalton @MarshaCollier @ABHuret scan it. Txt mine it :) #custserv

2013-02-20 2:42 am CustServGreeter RT @amktdev: A7 (part 2) And smart folks to turn data analysis into

insight for product innovation, marketing, sales, service. #custserv

2013-02-20 2:43 am MarshaCollier @PamMktgNut Are we cross chatting again? :) #getrealchat

#custserv

2013-02-20 2:43 am complexified #custserv A6: again at last HHS org, VoC very important. Core biz

giving $3bln/yr for mental health and substance abuse svcs.

2013-02-20 2:43 am jnoche RT @ABHuret: Q5 Biggest challenge in high tech world on steroids is

filtering out "noise" so you can HEAR #VoC #custserv

2013-02-20 2:43 am Hyken RT @GregOrtbach: Q8: If you are in a larger organization, do you

share VoC insights with other functions/teams? #custserv

2013-02-20 2:43 am bigboss_64 RT @Hyken: A6: How important is it to have a customer? Listen and

react to the #VOC. Without customers there is no business.

#custserv

2013-02-20 2:43 am peoplefw @MarshaCollier absolutely, Marsha ;-) good call #CustServ

2013-02-20 2:43 am KateNasser RT @Hyken: Negative letter are debriefed w/ goal to eliminate or

reduce similar future problems. Do the same for accolade letters.

#custserv

2013-02-20 2:43 am CustServGreeter RT @BH_Social: A8: Knowing customer sentiments/VoC helps better

shape Marketing, Mgmt, Sales craft msg, improve service #custserv

2013-02-20 2:43 am AlHopper_ A8 Being part of the #SM team it's imperative we share what's being

said about all our departments and teams. It's most visible #custserv

2013-02-20 2:43 am bsdalton @CustServGreeter hey Roy #CustServ

2013-02-20 2:43 am N2peopleskills A8:Not a big org now, but when worked for one, yes we shared to

learn. #custserv

2013-02-20 2:43 am Pat_Cluett RT @CustServGreeter and @MarshaCollier: Q7: How do you record,

keep and review VoC information - CRM? Database? Informally?

#custserv

2013-02-20 2:43 am peoplefw RT @MarshaCollier: Measure & ACT!> A7 Listen and track results.

Stats tell story overall, along w real voices, #community outreach

#CustServ

2013-02-20 2:44 am amktdev A8 Absolutely! A key outcome from VOC has been product/service

innovation (domino affects mktng, sales, svc) #custserv

2013-02-20 2:44 am LovelyLu A8 When I was in a lg org, even though it wasn't set up to share the

VoC, I made sure I had the ear of someone in every dept #CustServ

2013-02-20 2:44 am peoplefw RT @MarshaCollier: RT @GregOrtbach: Q8: If you are in a larger

organization, do you share VoC insights with other functions/teams?

#custserv

2013-02-20 2:44 am Hyken Q8: Use #VoC feedback to create best practices to share with entire

company. #custserv

2013-02-20 2:44 am complexified #custserv A8: my last two gov orgs, in HHS and bridge/rail ops, both

had databases and posted metrics/results regularly

2013-02-20 2:44 am ABHuret Clarification re Cust Apathy: An experience so bad they lost faith in

your ability to fix anything, so they're silent #VoC #custserv

2013-02-20 2:44 am KateNasser #VOC is a sign of customer trust & interest in us. How we RSVP

determines future interest. #custserv

2013-02-20 2:44 am MarshaCollier Good to hear RT @amktdev: A8 key outcome from VOC has been

product/service innovation (domino affects mktng, sales, svc)

#custserv

2013-02-20 2:44 am peoplefw A8 and if so, what tools do you use to relay VoC insights to other

functions/teams? just curious. #CustServ

2013-02-20 2:44 am IreneKoehler .@SouthwestVerity Interesting that no one replied when I tweeted

@SouthwestAir twice, but only when I publicly complain. Not real

#custserv

2013-02-20 2:45 am mike_nunes A8) shared yes, fixed...never a one and done solution. too many

moving parts? #bigbox #custserv

2013-02-20 2:45 am SenoraLibrarian Yes! @Hyken: Get employees excited about working for you. An

enthusiastic & positive work environment is felt by the customer.

#custserv”

2013-02-20 2:45 am AlHopper_ BINGO! RT @Hyken: Q8: Use #VoC feedback to create best

practices to share with entire company. #custserv

2013-02-20 2:45 am seventhman On Q8 I wonder if sharing sentiments/VOC can also turn into

disagreements between departments, like cust serv vs. sales

#custserv

2013-02-20 2:45 am MarshaCollier 9pm ET RT @CASUDI: @MarshaCollier when is #custserv I'll have

to make a point of attending again ~ too many chats=so little time

=GR8 to C U

2013-02-20 2:45 am Pat_Cluett @peoplefw @CustServGreeter @MarshaCollier #custserv A7: CRM

where all sales record feedback and saves business history and

#VOC results

2013-02-20 2:45 am GregOrtbach @seventhman I'm sure after sales support will get in that ring too. :)

#custserv

2013-02-20 2:45 am MarshaCollier @seventhman I wonder that myself. Do departments turn territorial?

#custserv

2013-02-20 2:46 am N2peopleskills A8:Problem is that the VoC is many times only heard at the front line

service & they can forget to share back to sales. #custserv

2013-02-20 2:46 am complexified RT @GregOrtbach Q8: If you are in a larger organization, do you

share VoC insights with other functions/teams? #custserv

2013-02-20 2:46 am MarshaCollier Q9: Do you innovate based on voice of the customer (VoC)

information? #custserv

2013-02-20 2:46 am bsdalton A8: of #custserv isn't doing this, missing value creation opportunity.

2013-02-20 2:46 am ABHuret @bsdalton @MarshaCollier Always that option, but not always top of

mind to marketing head or wherever C-letter lands. #CustServ #VoC

2013-02-20 2:46 am GregOrtbach .RT @MarshaCollier: Q9: Do you innovate based on voice of the

customer (VoC) information? #custserv

2013-02-20 2:46 am CustServGreeter RT @MarshaCollier: Q9: Do you innovate based on voice of the

customer (VoC) information? #custserv

2013-02-20 2:46 am amktdev @bh_social Believe all info in public domain is disclosure, but s/b

treated as aggregate vs direct. Agree, need to be careful. #custserv

2013-02-20 2:46 am N2peopleskills Bad ones do RT @MarshaCollier: @seventhman I wonder that

myself. Do departments turn territorial? #custserv

2013-02-20 2:46 am Pat_Cluett @complexified #custserv technically, you are listening to the #VOC

2013-02-20 2:46 am peoplefw RT @AlHopper_: BINGO! RT @Hyken: Q8: Use #VoC feedback to

create best practices to share with entire company. #custserv<~yes

yes yes!

2013-02-20 2:46 am N2peopleskills RT @GregOrtbach: .RT @MarshaCollier: Q9: Do you innovate based

on voice of the customer (VoC) information? #custserv

2013-02-20 2:46 am AlHopper_ Ever try telling a salesman they have to take service calls? It doesn't

get pretty... #custserv

2013-02-20 2:46 am KateNasser RT @MarshaCollier: Q9: Do you innovate based on voice of the

customer (VoC) information? #custserv

2013-02-20 2:47 am complexified #custserv A8: absolutely. Many VoC experience stories cross

multiple department/business process lines.

2013-02-20 2:47 am MarshaCollier A9: If you do not ACT on your customer's voice and needs, your base

will surely dwindle. Its the ACTIOn that wins the game #custserv

2013-02-20 2:47 am BH_Social @N2peopleskills Quality mgmt doesnt let pivotal VoC testimonials

end at 1 lvl. Must create system to carry msg internally #custserv

2013-02-20 2:47 am MarshaCollier I'll bet! RT @AlHopper_: Ever try telling a salesman they have to take

service calls? It doesn't get pretty... #custserv

2013-02-20 2:47 am Hyken RT @GregOrtbach: .RT @MarshaCollier: Q9: Do you innovate based

on voice of the customer (VoC) information? #custserv

2013-02-20 2:47 am MarshaCollier Yes #custserv almost over!RT @CASUDI: @MarshaCollier tonight?

NOW?

2013-02-20 2:47 am CustServGreeter Silos are for corn. RT @AlHopper_: Ever try telling a salesman they

have to take service calls? It doesn't get pretty... #custserv

2013-02-20 2:47 am AlHopper_ A9: That's how new products and channels are developed: listen to

VoC and make it happen for them #custserv

2013-02-20 2:48 am ABHuret When customers circumvent established service channels (ie C-level

letters) feedback not always tracked/logged into CRM, etc #VoC

#custserv

2013-02-20 2:48 am peoplefw On Q8 I wonder if sharing sentiments/VOC can also turn into

disagreements between departments, like cust serv vs. sales

#custserv<~possible

2013-02-20 2:48 am Hyken RT @MarshaCollier: A9: If you do not ACT on your customers voice &

needs, your base will surely dwindle. Its ACTIOn that wins #custserv

2013-02-20 2:48 am KnowledgeBishop "Customer service starts at the top and works its way all the way to

the customer." - @Hyken cc @MarshaCollier #custserv

2013-02-20 2:48 am amktdev RT @MarshaCollier: Ill bet! RT @AlHopper_: Ever try telling a

salesman they have to take service calls? It doesnt get pretty...

#custserv

2013-02-20 2:48 am seventhman @MarshaCollier I guess, it will be a nice topic in the future on how to

get every department agree when it comes to CS #custserv

2013-02-20 2:48 am peoplefw RT @bsdalton: A8: of #custserv isn't doing this, missing value

creation opportunity.<~oh #FOSHO!!

2013-02-20 2:48 am MarshaCollier "Silos are for corn" ~@RoyAtkinson #custserv

2013-02-20 2:48 am BH_Social A9: Squeaky wheel cant overturn full biz strategy until critical mass,

when obv problem exists 2obv2ignore #custserv

2013-02-20 2:48 am amktdev Bingo! RT @AlHopper_: A9: Thats how new products and channels

are developed: listen to VoC and make it happen for them #custserv

2013-02-20 2:48 am complexified #custserv A9: yes, some change & innovation driven by VoC. Web

site design, info publications, call-in phone menus, grant application,

more

2013-02-20 2:48 am MarshaCollier @KnowledgeBishop Good one! Thanks for stopping by #custserv

2013-02-20 2:48 am N2peopleskills A9:If we can we will. "I prefer Coke in a green can" maybe not. :) "I

want the old Coke back" you bet they listened. #custserv

2013-02-20 2:49 am pcrampton RT @MarshaCollier: "Silos are for corn" ~@RoyAtkinson #custserv

2013-02-20 2:49 am ABHuret Similarly, if you have great constructive feedback on product/service,

cashier might not be best person to get it to sr mgmt #custserv

2013-02-20 2:49 am AlHopper_ I don't disagree, but it happens all too often. Some Sales folks don't

see xsell opps MT @CustServGreeter: Silos are for corn. #custserv

2013-02-20 2:49 am complexified And avoiding the consequences of failing to do so LOL RT

@Pat_Cluett @complexified #custserv technically, you are listening

to the #VOC

2013-02-20 2:49 am KateNasser "Silos are for corn" ~@RoyAtkinson #custserv

2013-02-20 2:49 am BH_Social Adapting based upon VoC can be dangerous bc ppl complain often,

compliment rarely when contacting companies #custserv

2013-02-20 2:49 am MarshaCollier @RoyAtkinson It was a really good one. I might use it in a preso ...

with credit to you #custserv

2013-02-20 2:49 am Hyken A9: VoC can help drive innovation. Although @Apple_computer

innovates products we don't yet know we need or want! #custserv

2013-02-20 2:50 am MarshaCollier @Hyken Wonder if #Apple is really listening these days #custserv

2013-02-20 2:50 am ABHuret A9: Two Words: Makers Mark! #VoC #custserv

2013-02-20 2:50 am Hyken GOOD ONE! RT @MarshaCollier "Silos are for corn"

~@RoyAtkinsonn #custserv

2013-02-20 2:50 am LovelyLu RT @MarshaCollier: "Silos are for corn" ~@RoyAtkinson #CustServ

2013-02-20 2:50 am seventhman @Hyken now, that reminds me of the iwatch... #custserv

2013-02-20 2:51 am N2peopleskills I Want them all @Hyken #custserv

2013-02-20 2:51 am GregOrtbach @ABHuret Great point. Must be both receptive to feedback and have

ability to pass it along to the right folks #custserv

2013-02-20 2:51 am mike_nunes @CustServGreeter @MarshaCollier For big box, it takes at least 3-yrs

to make a dent in old-school culture w/o firing/pinkslipping #custserv

2013-02-20 2:51 am peoplefw RT @Pat_Cluett @CustServGreeter @MarshaCollier #custserv A7:

CRM where all sales record feedback and saves business history -

#VOC results

2013-02-20 2:51 am MarshaCollier @seventhman Because what we need is another watch. #DickTracy

#custserv

2013-02-20 2:51 am GregOrtbach Q10: If you could start a voice of the customer (VoC) program

tomorrow, what would you do first? #custserv

2013-02-20 2:51 am complexified #custserv wow... Finally caught up with the chat. It wasn't pretty, it

was too fast, but back to real time read/reply :-)

2013-02-20 2:51 am CustServGreeter RT @GregOrtbach: Q10: If you could start a voice of the customer

(VoC) program tomorrow, what would you do first? #custserv

2013-02-20 2:51 am AlHopper_ @MarshaCollier Apple has to listen, Steve isn't around to tell them

what to innovate. #RIP (Been doing a lot of #MBA case studies)

#custserv

2013-02-20 2:51 am MarshaCollier It's a shame RT @mike_nunes For big box, it takes at least 3-yrs to

make a dent in old-school culture w/o firing/pinkslipping #custserv

2013-02-20 2:52 am Hyken @MarshaCollier I think the saying goes: Past performance is not an

indication of future results. #custserv

2013-02-20 2:52 am AlHopper_ I need a new one. I use my iPhone as timekeeper RT

@MarshaCollier: @seventhman Because what we need is another

watch. #DickTracy #custserv

2013-02-20 2:52 am Hyken RT @GregOrtbach: Q10: If you could start a voice of the customer

(VoC) program tomorrow, what would you do first? #custserv

2013-02-20 2:52 am BH_Social A10: VoC program must originate & reflect perspective of leadership.

If it doesnt mirror corp msg, will fail miserably #custserv

2013-02-20 2:52 am seventhman Haha, now that! >> RT @MarshaCollier: Because what we need is

another watch. #DickTracy #custserv

2013-02-20 2:52 am RoyAtkinson RT @ABHuret: "Don't dilute our bourbon" Makers Mark listened.

#VoC at work! #custserv

2013-02-20 2:52 am MarshaCollier @AlHopper_ I get it. He was the driving force behind spurring the

innovation. They weren't used to thinking for themselves #custserv

2013-02-20 2:52 am peoplefw yes, i'm on a tweet chat so that's what's up. all about the #VoC and

how to LISTEN #CustServ

2013-02-20 2:52 am MarshaCollier RT @GregOrtbach: Q10: If you could start a voice of the customer

(VoC) program tomorrow, what would you do first? #custserv

2013-02-20 2:52 am ABHuret "Don't dilute our bourbon" --> Makers Mark listened. #VoC at work!

#custserv

2013-02-20 2:52 am amktdev True. That's why proactive channels and VO*all segments*C is

important. RT @BH_Social: Adapting based upon VoC can be

dangerous.. #custserv

2013-02-20 2:52 am mike_nunes RT @RoyAtkinson: RT @ABHuret: "Don't dilute our bourbon" Makers

Mark listened. #VoC at work! #custserv

2013-02-20 2:52 am bsdalton @ABHuret @MarshaCollier "OOP" is usually in the contact center.

Yes it's true. #CustServ

2013-02-20 2:53 am AlHopper_ A10 Listen where the client is talking. #bigdata <Runs and hides>

#custserv

2013-02-20 2:53 am TarynP @ABHuret I bet even social channels are often not properly tracked

when someone is managing SM w/o charted process to doc feedback

#custserv

2013-02-20 2:53 am Hyken I want an iWatch. I think. RT @seventhman: @Hyken now, that

reminds me of the iwatch... #custserv

2013-02-20 2:53 am MarshaCollier Lesson for the day: RT @ABHuret: "Don't dilute our bourbon" -->

Makers Mark listened. #VoC at work! #custserv

2013-02-20 2:53 am Hyken A10: LISTEN! #custserv

2013-02-20 2:53 am MarshaCollier @Hyken Got all i need in my phone. I like "statement" watches

#custserv

2013-02-20 2:54 am ABHuret @GregOrtbach Also, it's about access. Feedback to store employee

not as good as to phone center or to a mid-level exec, etc. #VoC

#CustServ

2013-02-20 2:54 am joegerstandt RT @KateNasser: "Silos are for corn" ~@RoyAtkinson #custserv

2013-02-20 2:54 am peoplefw A9 yes, in fact i just created FAQ based on a long email with

questions from #NZ vacation rental guest, so all can see on website

#CustServ

2013-02-20 2:54 am GregOrtbach Yes - at least twice as much as you speak. :) RT @Hyken: A10:

LISTEN! #custserv

2013-02-20 2:54 am LovelyLu I'll get one even if it doesn't work! RT @Hyken: I want an iWatch I

think RT @seventhman: @Hyken now that reminds me of the iwatch

#CustServ

2013-02-20 2:54 am HeatherSmithAU RT @marshacollier: Lesson for the day: RT @ABHuret: "Don't dilute

our bourbon" --> Makers Mark listened. #VoC at work! #custserv

2013-02-20 2:54 am BH_Social @amktdev Even proactive channels of VoC outreach will be

extremely slanted to neg. Ppl complain more than praise by nature

#custserv

2013-02-20 2:54 am complexified #custserv A10: great Q. Start by asking customers to help define

their ideal service experience. Listen, and also inform/educate them.

2013-02-20 2:54 am CustServGreeter Mine says 1 2 3 4 5….. :) RT @MarshaCollier: @Hyken Got all i need

in my phone. I like "statement" watches #custserv

2013-02-20 2:54 am MarshaCollier @joegerstandt Nice to meet you. Wish you'd stop by #custserv chat

one day. 9p ET every Tuesday

2013-02-20 2:54 am complexified RT @Hyken @MarshaCollier I think the saying goes: Past

performance is not an indication of future results. #custserv

2013-02-20 2:54 am Hyken RT @GregOrtbach: Yes - at least twice as much as you speak. :) RT

@Hyken: A10: LISTEN! #custserv

2013-02-20 2:54 am amktdev A10 Begin by looking at what feedback I *already* have from my

customers, laying about all over my organization. Then pursue gaps.

#custserv

2013-02-20 2:55 am BH_Social Which you more likely to mention to friend: bad-awful food you had or

quality-good food you had? Same for VoC #custserv

2013-02-20 2:55 am KateNasser New > Customer Service #Peopleskills: Create Profitable Connection

http://t.co/UCQOqguV #VOC #Custserv #customer #loyalty

2013-02-20 2:55 am ABHuret @TarynP Absolutely! Excellent point! #VoC #CustServ

2013-02-20 2:55 am CustServGreeter Continue tonight's discussion in the #CustServ Exchange LinkedIn

group http://t.co/tZ6NJ1tl

2013-02-20 2:55 am zacharyjeans A10: Listen for clues as to how your unique customers feel validated

& rewarded. (VoC) @Hyken @GregOrtbach #custserv

2013-02-20 2:55 am mike_nunes Tkful, got a good sales guys RT @AlHopper_: Ever try telling a

salesman they have to take service calls? It doesn't get pretty...

#custserv

2013-02-20 2:55 am MarshaCollier @bsdalton OOP? In my world that's "out of print" LOL #custserv

@ABHuret

2013-02-20 2:55 am N2peopleskills A10:Listen & connect, if VoC speaks once they will do so again if you

connect. Best learning & markt reasearch #custserv

2013-02-20 2:55 am peoplefw RT @Hyken: RT @GregOrtbach: RT @MarshaCollier: Q9: Do you

innovate based on voice of the customer (VoC) information?

#custserv

2013-02-20 2:55 am complexified They had little choice in the end: RT @ABHuret "Don't dilute our

bourbon" --> Makers Mark listened. #VoC at work! #custserv

2013-02-20 2:55 am AlHopper_ I'm hoping Apple puts in the #Bond lasers, magnet, and bullet firing

mechanism. In addition to telling time in 4 diff zones :) #custserv

2013-02-20 2:55 am Ethical_Sales That creates huge missed opportunities! "@AlHopper_: ...Some Sales

folks don't see xsell opps MT @CustServGreeter: #custserv"

2013-02-20 2:55 am MarshaCollier Last FIVE minutes of #custserv - PLEASE Tweet links so we can all

learn more!

2013-02-20 2:55 am bsdalton @Hyken Apple is an invention company. Not an innovation company

:) #custserv

2013-02-20 2:56 am crm_ag Ovum: Sage shelves some CRM products to “accelerate its

renaissance” http://t.co/it5j7D83 #custserv #cxo #cem: O...

http://t.co/yp60DK7A

2013-02-20 2:56 am bonni208 RT @KateNasser: "Silos are for corn" ~@RoyAtkinson #custserv

2013-02-20 2:56 am peoplefw RT @seventhman: @MarshaCollier I guess, a nice topic in the future

on how to get every department agree when it comes to CS

#custserv

2013-02-20 2:56 am Hyken RT @zacharyjeans: A10: Listen for clues as to how your unique

customers feel validated & rewarded. (VoC) @Hyken @GregOrtbach

#custserv

2013-02-20 2:56 am GregOrtbach If you don't listen to the #voiceofcustomer you may be affected by the

#choiceofcustomer #custserv

2013-02-20 2:56 am justinmrobbins A great article from @SteveTobak via @Inc http://t.co/ATHc3cNK

#leadership #courage #custserv

2013-02-20 2:56 am peoplefw RT @GregOrtbach: Q10: If you could start a voice of the customer

(VoC) program tomorrow, what would you do first? #custserv

2013-02-20 2:56 am Hyken Interesting insight. RT @bsdalton: @Hyken Apple is an invention

company. Not an innovation company :) #custserv

2013-02-20 2:56 am zacharyjeans Put passionate people in charge of your social media accounts ~

@AgentM, #EED of @Marvel #socialCV #custserv

2013-02-20 2:56 am KateNasser Special invitation to u all to join #Peopleskills chat this Sun. 10am ET

TOPIC: Your Human Needs as the Customer. Details coming.

#custserv

2013-02-20 2:57 am TarynP Speaking of diff VoC channels- starbucks gave me this. Reached out

online & flat out ignored by twitter rep http://t.co/7OuBUEpm

#custserv

2013-02-20 2:57 am Hyken SPOT ON!!! RT @GregOrtbach: If you dont listen to the

#voiceofcustomer you may be affected by the #choiceofcustomer

#custserv

2013-02-20 2:57 am AlHopper_ Ding! RT @GregOrtbach: If you dont listen to the #voiceofcustomer

you may be affected by the #choiceofcustomer #custserv

2013-02-20 2:57 am benlucier @MarshaCollier here's one! http://t.co/js01qOOB #custserv

2013-02-20 2:57 am jandis_price RT @KateNasser: "Silos are for corn" ~@RoyAtkinson #custserv

2013-02-20 2:57 am seventhman Love this>> RT @GregOrtbach: If you dont listen to the

#voiceofcustomer you may be affected by the #choiceofcustomer

#custserv

2013-02-20 2:57 am mike_nunes RT @Hyken: SPOT ON!!! RT @GregOrtbach: If you dont listen to the

#voiceofcustomer you may be affected by the #choiceofcustomer

#custserv

2013-02-20 2:57 am TarynP TRUE: RT @zacharyjeans Put passionate people in charge of your

social media accounts ~@AgentM, #EED of @Marvel #socialCV

#custserv

2013-02-20 2:57 am N2peopleskills A10:Fire the person that invented the automatic custserv line. For

custserv press #4. U have 2B joking right! #custserv

2013-02-20 2:57 am bsdalton A10: listen to really understand what jobs my customers are trying to

do. #CustServ

2013-02-20 2:57 am ABHuret Dear Burger King: Whopper was not a good password. And originality

counts, Jeep! #VoC #CustServ #custserv

2013-02-20 2:57 am GregOrtbach @seventhman @Hyken @alhopper_ Thanks for the RT's #custserv

2013-02-20 2:57 am peoplefw A10 gather the troops, set up "listening" tools, make list of priorities,

focused on building #community; humanizing the brand #CustServ

2013-02-20 2:57 am CustServGreeter RT @bsdalton: A10: listen to really understand what jobs my

customers are trying to do. #CustServ

2013-02-20 2:58 am MarshaCollier @N2peopleskills Ohhhh... the phone tree is an entire chat -

@CustServGreeter perhaps we should revisit? #custserv

2013-02-20 2:58 am MarshaCollier You might enjoy the interview I did with @CPCstrategy interview for

my Social Media Commerce book #custserv http://t.co/MSfeYPFE

2013-02-20 2:58 am AlHopper_ @KateNasser Are you archiving transcripts for #peopleskills? I'm

driving to work at that time, but would love to keep up #custserv

2013-02-20 2:58 am complexified Yup: RT @GregOrtbach If you don't listen to the #voiceofcustomer

you may be affected by the #choiceofcustomer #custserv

2013-02-20 2:58 am zacharyjeans Great answers tonight in #custserv... even better? The questions!

2013-02-20 2:58 am peoplefw RT @Hyken: RT @GregOrtbach: Yes - at least twice as much as you

speak. :) RT @Hyken: A10: LISTEN! #custserv

2013-02-20 2:58 am Pat_Cluett @MarshaCollier @GregOrtbach #custserv A10: ask your best and

worst customer experiences their opinion on how a VOC program

needs to work

2013-02-20 2:58 am GregOrtbach Press one if we should revisit. Press two if you'd like a different topic.

@MarshaCollier @N2peopleskills @CustServGreeter #custserv

2013-02-20 2:58 am MarshaCollier ROFL RT @ABHuret: Dear Burger King: Whopper was not a good

password. And originality counts, Jeep! #VoC #CustServ

2013-02-20 2:58 am Hyken Check out @RoyAtkinson 's latest post: http://t.co/IU6CZYoj

#custserv

2013-02-20 2:58 am TarynP A10: I'd centralize documentation + processes of VoC

feedback/complaints + create chain of command to deal + document

@GregOrtbach #custserv

2013-02-20 2:59 am JeremyHL RT @MarshaCollier: ROFL RT @ABHuret: Dear Burger King:

Whopper was not a good password. And originality counts, Jeep!

#VoC #CustServ

2013-02-20 2:59 am AlHopper_ Got a lot to take back to class and the office RT @zacharyjeans:

Great answers tonight in #custserv... even better? The questions!

#custserv

2013-02-20 2:59 am Ethical_Sales "@CustServGreeter: @Ethical_Sales Hi, Shane - Thanks for stopping

into the #custserv chat!" Thanks. Am I joining at the end?

2013-02-20 2:59 am biconnections RT @AlHopper_: A10 Listen where the client is talking. #bigdata

<Runs and hides> #custserv

2013-02-20 2:59 am seventhman RT @MarshaCollier: ROFL RT @ABHuret: Dear Burger King:

Whopper was not a good password. And originality counts, Jeep!

#VoC #custserv

2013-02-20 2:59 am amktdev @bh_social Do agree. Just saying there r methods around weighted

stat analysis -- as long as all segs (good, bad) are represented.

#custserv

2013-02-20 2:59 am AlHopper_ Of course! My small addition to your great work! RT @GregOrtbach:

@seventhman @Hyken @alhopper_ Thanks for the RT's #custserv

2013-02-20 2:59 am TarynP A10: Create somewhat of "SOP" so replies are consistent. So

frustrating for ppl online to imply they care + corp to show otherwise

#custserv

2013-02-20 2:59 am spark911uk Join @conversocial over on Google+ http://t.co/jnVmjQIX #plusone ||

Conversocial: Social #custserv enterprise tool for the #socbiz