The Point

Posts Tagged ‘voice of customer’


The Article About Something Too Powerful for Words

(customer voice)I can’t remember ever struggling so hard to come up with a title for an article. My working title, “Give Your Customers a Voice,” comes from pointer #11 in the eBook “21 Pointers to Sharpen Your Website.” It served its purpose there, but here I really wanted to go beyond the cliché and make some omnipotent statement about the power of, of, er, um…

Social media? Referrals? Listening? Word of mouth? Reviews? Aw, hell. No wonder I can’t title this beast. I’m not even sure what it’s about.

I do know this: I want to write about the voice of the customer in this age where new media gives the customer the power to be much more than just a customer. I know, I continue to babble here. This guy makes good sense:

A brand is no longer what we tell consumers it is – it is what consumers tell each other it is.
~ Scott D. Cook, Founder, Intuit & Board of Directors, P&G

(Thank you kind sir. I believe I’m ready to say something useful too.)