Dive summary:
- With mobile devices, social media, review sites and more, consumers now have a multitude of channels to voice their opinion about brands; these three brands are taking advantage of the situation and utilizing the voice of the customer (VoC) to build and maintain customer engagement. [see full list at Direct Marketing News]
- ModCloth, an online retailer of vintage-style clothing, gathers the opinions of customers on products still in the design phase; by polling consumers they can ensure what they actually produce will sell.
- PlayFirst, a mobile game developer, makes responding to queries on social media a top priority; all comments eliciting a response are handling within 48 hours.
From the article:
"The digital explosion of touchpoints like mobile handhelds and tablets, as well as communication channels like social media, review sites, and blogs have created new opportunities for companies that want to improve their business with VoC tactics."
