June 2009
Intermediate to advanced
672 pages
19h 8m
English
Content preview from Complete Web Monitoring
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Voice of the Customer Maturity Model
Maturity level | Level 1 | Level 2 | Level 3 | Level 4 | Level 5 | |
|---|---|---|---|---|---|---|
Focus | Technology: Make sure things are alive | Local site: Make sure people on my site do what I want them to | Visitor acquisition: Make sure the Internet sends people to my site | Systematic engagement: Make sure my relationship with my visitors and the Internet continues to grow | Web strategy: Make sure my business is aligned with the Internet age | |
Who? | Operations | Merchandising manager | Campaign manager/SEO | Product manager | CEO/GM | |
VOC | “Contact us” buttons and on-site feedback; emphasis on satisfaction | Surveys within the site via opt-in invitations; emphasis on loyalty | Engaging the public Internet (chatrooms, social sites, etc.) and analyzing key topics and discussions; emphasis on word-of-mouth and virality | Customer collaboration in product and service design; user engagement; emphasis on lifetime value creation, giving the user a sense of ownership | Consumer feedback tied in to corporate planning through quantitative analysis of VOC and community data; customer as a collaborator in the growth of the company | |
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.