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White Papers

Explore these resources to learn more about the voice of customer industry in general and our solutions in particular. And check back often: we constantly update this section with new resources.

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applying voc to the new omnichannel customer journey

Consumers today are more empowered and hyper-connected than ever before. They are tapping digital channels to bond with brands, as well as share their feedback on retail experiences and products they purchase. Learn how harnessing customer feedback across all channels can drive customer loyalty and sales.

» Download


The Future of Voice of Customer

The Integrated Listening Platform by Adam Greco, Web Analytics Demystified, Inc.
This document outlines the ways consumers’ interactions with brands and their websites have, in recent years, drastically changed. In the time since Voice of Customer became a more widely accepted way for brands to speak directly with their customers, companies have been gaining valuable insights from feedback spanning the full positive to negative range. As the marketplace matures, so too does the need for Voice of Customer listening platforms to evolve.

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The Mobile Measurement Framework

This white paper addresses the challenges of mobile measurement and proposes a new set of measures that transcends devices, platforms, and channels. This new framework introduces for the first time ubiquitous measures of success across the entire digital landscape.

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Website Satisfaction Measures

Finding it difficult to move the customer-satisfaction needle on your website? Site-wide diagnostic tools are interesting, but in order to pinpoint problem areas and iterate in real time based on voice of customer data, you need page-specific, open-text feedback.

» Download