Episode 20: Voice of the Customer with Eric Feinberg

In this episode, we talk with Eric Feinberg, an Industry Director at ForeSee Results, about Voice of the Customer and how it relates to and compliments traditional web analytics.   The group discusses the differences between feedback systems and true Voice of the Customer solutions.   The conversation covers how Voice of the Customer can provide new insights into competitive benchmarking, benefits of integrating traditional web analytic data, steps to take when creating and evaluating an online survey, and the added benefits of utilizing session replay data with the Voice of the Customer data.

So download this podcast to your favorite mobile device or listen to the podcast here! If you have any comments or questions for the podcast, please use the comment section below.

Hosts: Adam Greco, Rudi Shumpert
Guest Host:  Eric Feinberg

Eric Feinberg is an Industry Director at ForeSee Results, the leading customer satisfaction management company with solutions based on the American Customer Satisfaction Index (ACSI). He has been a multi-channel strategist at Wheelhouse, usability specialist at Vividence (Keynote Systems) and focus group moderator at Kelton Research. His current relationships include companies like StubHub, Shutterfly, Chase, Adobe, Levi Strauss & Co., McKesson, and CBS Interactive.

Note: The sound clips used in this podcast were used under license.
Burnkit2600 / CC BY-NC-SA 3.0

Tags: Eric Feinberg, VOC, Voice Of the Customer

This entry was posted on Monday, May 17th, 2010 at 6:35 am and is filed under Podcasts, Web Analytics. You can follow any responses to this entry through the RSS 2.0 feed.