Does Listening to the Voice of the Customer Help Your Business?


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A bunch of statistics came out recently that again prove the benefits of adding social to your customer experience mix. In the past I have listed out some of these examples – so I thought I would publish some of these new ones – see below.

The first place I found that they were published was in an interesting article on the Deming Hill site about why executives hate social media! I found it kind of funny that a consulting firm that sells consulting and research about social media would write a story like this – but as with any use of hyperbole to make a point, the story ultimately moved to value, while at the same time providing a good view on what some executives probably do actually think of social media.

Below are some of the stats:

  • Lenovo has experienced a 20% reduction in activity to their call center since they launched their community website for customers
  • Blendtec quintupled sales with its “Will it Blend” series on YouTube
  • Naked Pizza set a one-day sales record using social media: 68% of their sales came via twitter and 85% of their new customers
  • Software company reports 24% of social media leads convert to sales opportunities
  • Dell has already made over $7 million in sales via Twitter
  • 37% of Generation Y heard about the Ford Fiesta via social media BEFORE its launch in the US and currently 25% of Ford’s marketing budget is spent on digital/social media
  • 71% of companies plan to increase investments in social media by an average of 40%
  • A recent Wetpaint/Altimeter Group study found companies that widely engage in social media surpass their peers in both revenue and profit

Some of these stats are pretty amazing. If you are trying to figure out how to get started, you may be interested in taking a look at the new service we launched, Voice of the Customer Audit. This audit will get you on the way towards figuring out where and how to participate in social media listening and analysis, as well as how to think about listening and analyzing the voice of the customer – no matter what channel you “hear” it in (email, sms/text, chats, etc.).

(Sources for Statistics:, Lenovo Social, George Wright Blendtec, Mashable, EConsultancy, Business Week)

Photo Credit: Todd Klassy

Republished with author's permission from original post.

Michelle deHaaff
Michelle leads marketing at Medallia, the leader in SaaS Customer Experience Management and has over 18 years of experience in marketing, branding, product management and strategic partnering in Silicon Valley. Michelle came to Medallia from Attensity where as Vice President of Marketing and Products she led the transformation of the brand and the products to be the leader in Social Analytics and Engagement. Michelle also led Marketing at AdSpace Networks, was a GM of Products at Blue Martini Software and worked at Ernst & Young as a CRM practice manager.


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