Design and Implementation of a successful VOC program featuring real life case study from restaurant chain Hayden’s Bar and Grill.

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

Presenters:

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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