Dan Marks, CMO of First Tennessee Bank, describes leveraging the voice of the customer through the online "listening post" feature. It not only picks up on what customers are saying about his company, but it also encourages them to share their thoughts with other customers in their own words.
“We leverage the voice of the customers, literally, in having our customers tell other customers in the market place about our experiences and why they think we provide better value.“
- Dan Marks
- Published June 2010