Praise for Customer's New Voice
"Customers now have both the tools and desire to engage in a deeper exchange of value beyond yesterday's simple transactional focus. Customer's New Voice is an indispensable guidebook to taking advantage of this emerging opportunity. In a world of big data and statistics, this book shows how to know exactly what a customer wants and why, and what it means for the future of consumer data."
—Bob Page, Vice President, Partner Products, Hortonworks; former Vice President, Analytics Platform & Delivery, eBay; Senior Director, Strategic Data Solutions, Yahoo!
"There's no greater insight than being told directly by customers and prospects what their needs and preferences are, but gaining their trust and demonstrating the value exchange is key if this data is to play a significant role in driving a high relevancy omni-channel customer communication strategy. Customer's New Voice provides a range of thought-provoking ideas and advice to help organisations drive even greater value from their data assets."
—Kevin Heggie, VP, CRM and Campaign Management Product Owner, Barclays
"Significant changes are coming with respect to the collection and analysis of customer data. We are entering a new era where volunteered data controlled by customers will dwarf the value of traditional inferred data. Businesses must earn the right to this new information while changing many current practices to leverage it effectively. Customer's New Voice provides many compelling examples of the changes that have begun and a valuable roadmap for achieving success in the new landscape."
—Bill Franks, Chief Analytics Officer, Teradata; author of Taming the Big Data Tidal Wave and The Analytics Revolution
"Customer's New Voice shows how companies can create engaging, customized experiences by listening — and responding — to the 'secrets' customers voluntarily share. John McKean provides a clear path for you to benefit from this new culture of sharing through embracing a rapidly developing ecosystem centered on innovative personal technologies."
—B. Joseph Pine II, author, Mass Customization, The Experience Economy, and Infinite Possibility: Creating Customer Value on the Digital Frontier
"The digital landscape has transformed customers' ability to share data on personal preferences. In Customer's New Voice, John again throws down the gauntlet to organisations, encouraging them to innovate with new products and services in response to the continuous wave of customer invitations to understand and enrich their lifestyles powered by the rapidly evolving personal technology ecosystem."
—Trevor Duke, Head of Business Intelligence, WHSmith (British retailer)
