Why Silence Isn't Golden Anymore: Revolutionizing the Voice of the Customer

Overview

Today's global marketplace demands that product and service providers be committed to continuous interaction with their consumer base and be ready to reinvent themselves to keep pace with change. Research indicates that online research forums are the ideal way to stay on top of a fickle, demanding market with ever-changing expectations. However, even among these "Just-in-time" consumer feedback solutions, there are numerous flaws to look for when making decisions about what online rating systems are best for the business. This paper identifies and describes best practices in the online consumer rating business, and identifies the theories and goals behind the SHOUTBACK.COM approach to both connecting consumers and connecting with them.