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Yesterday, I posted the Missing Google Analytics Manual. That was relatively easy to put together since there are so many wonderful resources already written about it. However, as I tried to put together this post, I realized a real gap in the knowledge base available. I'll be posting this as an ongoing series, that I might turn into a best practices whitepaper. The "Voice of the Customer" (VOC), can be obtained in many ways: surveys, reviews, customer requests, interviews, focus groups, field reports, etc. In order to find those golden nuggets that can lead to improvement you need to start with the segment of customers that like you the least.

Nearly two-thirds of US Internet users surveyed said e-mail was their preferred channel for written communications between friends, with text messaging the second-most-popular choice. The phone was the most popular way to communicate with friends overall, with 41% of respondents naming it as their channel of choice.

BoldChat recently released research on The Effectiveness of Live Chat Technology which surveyed 264 US shoppers who consider themselves regular online shoppers.