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Using social media as a complement to VoC

Social media has emerged as a tool customers use to gather insights about products, services, and brands. However, social sources by themselves are not enough and can even be misleading. By relying solely on social media chatter, companies can end up focusing on the loudest voice instead of the areas that truly influence buying behaviors. By combining social media with a more structured and representative customer intelligence from a Voice of the Customer (VoC) program, companies get the benefit of immediate response from social channels and reliable prioritization of the drivers of customer behaviors.

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Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit

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