Design and Implementation of a successful VOC program featuring real life case study from restaurant chain Hayden’s Grill and Bar .
Thursday, February 10, 2011 2:00pm ET 11:00am PT

Understanding your customers is critical in today’s hypercompetitive world.  In this webinar we will explore areas key to putting together a successful “voice of the customer” feedback program.  The webcast will be a combination of best practices review including a real world example from Brent Skaggs, CEO of restaurant chain Hayden’s Grill and Bar.

What Attendees will learn:
  • Key areas to consider in planning and executing a successful VOC program
  • How to get the most from their program by integrating VOC data with operational and financial metrics
  • Restaurant specific practices and benefits from Brent Skaggs, CEO of Hayden’s Bar and Grill.

Who should attend:
  • Operations executives
  • Market Research executives
  • Finance and Strategic Planning executives

Sheri Teodoru
CEO of CFI Group

Sheri manages offices across 4 continents from CFI Group’s world headquarters in Ann Arbor, Michigan. Sheri joined CFI Group in 2000, where she worked on clients including Cable & Wireless, General Motors, Kraft Foods, Compuware and NASA.

Other experience: Kraft Foods, Quaker Oats, Kolcraft Enterprises

Education: University of Michigan – Bachelors in Business Administration 1986, graduated top of class University of Chicago – MBA 1997, Honors

Stefania Viscusi
Assignment Desk Editor, TMCnet

Stefania Viscusi is an assignment editor for TMCnet, covering voice and Voice over IP technologies. She also oversees production of TMCnet's e-Newsletters in the areas of Customer Interaction Solutions, Internet telephony and speech technology. To read more of Stefania's articles, please visit her columnist page.


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