Voice of the Customer eBook

8/18/2019 Voice of the Customer eBook

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Source: Word of Mouth Marketing Association, 2011

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Source: Netpromoter.com

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In srvy of 639 compnis,xcivs cid l d (63%) s h opdrivr of innovion fir.Lk k w d :

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Source: Accenture Innovation Survey, 2009

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csomrs s l py,

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H&E Equipment

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v.”Reservations Manager,

British Colonial Hilton Nassau

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Wldwd lpd y

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RSC Equipment Rental

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10 y.” Manager,

Hospitality Industry

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Northern Illinois Mack

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W dvd seven key reasons wy ly lv dg

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v.”Supervisor,

AJS Hotels

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v.”Department Manager,

Trucking Industry

“sg Wldwd

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Trane


10/16

10


No on iks king o rd, hrrid, or nprofssion

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csomrs pl d pv

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p v y

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Milton CAT

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Multi-location Director,

Towne Properties

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RSC Equipment Rental

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l pl ll! i lv

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Image Hospitality


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ll d pvd xll

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Grand Geneva Resort

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Trane


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pg d g . o

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Smiley Brothers Inc.

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Manager,Towne Properties

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Extended Stay Hotels


12/16


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Towne Properties

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Kaiser Realty

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d.”Department Manager,

Cashman Equipment

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o gly d

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High Hotels Limited

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l ,

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llg

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ly kg

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North Street Properties

“t xp i v d w

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SeaCrest OceanFront Hotel

12


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How Dos thisappy o Yo?


14/16

f 2000 2005, p

d xpoutperformed the S&P 500

by 10 to 1.

Customer experience

is THE catchphrase for

businesses in 2012. t

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54% of customers are most

inuenced by word of

mouth recommendations

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d

xp w y py

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Sources: Business Week, October 2007. Marketingprofs.

com, April 2012. Word of Mouth Marketing Association,

2011.

Why Dos this Mr o YorCompny?

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Voice of the Customer eBook

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