When you can attribute a 20% revenue gain to a customer centric culture or program, you get noticed. And that's exactly what happened to several Voice of the Customer thought leaders during the annual Allegiance Engage Summit 2011 in Deer Valley, Utah.
Last month, Google added a new feature to its homepage that enabled users to select a background image. Google included a gallery of professional photos to choose from, including those by famous artists and National Geographic. Soon, Microsoft responded via tweet over the obvious similarities of this feature to the company's search engine: "We've lost a background image, if found please return to bing.com."
IBM has developed new software that uses advanced analytics in an attempt to improve customer satisfaction with call centers. RAMP, or Realtime Analytics Matching Platform, brings two sets of data--that of the caller and that of the customer service representative--and, once it has identified what the client is phoning about, hooks them up with the right person for the job.