May 17, 2011
Webinar - Upcoming Webinar to Help With Taking Action on Customer Feedback
By David Sims, TMCnet Contributing Editor
According to officials of an upcoming Webinar titled “Listening Is No Longer Enough,” customers are providing feedback to all parts of the organization: “The time is now to link that insight and take action – or risk losing customers to competitors.”
Register now for the free Webinar, scheduled for Tuesday, May 24, at 2:00 in the afternoon on the East Coast, and 11:00 in the morning out on the West Coast.
More and more, webinar organizers say, customers are sharing compliments, complaints, and ideas with multiple departments across an organization – an extension of the social media phenomenon, where if a customer gets bad service, all their Facebook (News - Alert) friends know about it whether the company does or not.
In response, savvy organizations are moving from annual and transactional surveys to using voice of the customer in real time across the enterprise, from product marketing to sales to R&D, webinar officials say: “What's more, these companies are combining that data to get deep insight into customers' needs, preferences, and expectations.” But sadly, most firms simply collect customer feedback that does little more than pad out reports. No action on the customer voice, get ready for more Facebook bashing.
The webinar will discuss how companies can “create actionable insight from VOC feedback, make that information available to employees at all levels, and take action in an effective and profitable manner,” officials say.
Presenting will be Jodi Koskella, who manages the Enterprise Product Marketing for MarketTools CustomerSat offering. Koskella is responsible for strategy and communications around Enterprise Feedback Management, and brings to MarketTools 15 years of B2B software marketing and consulting expertise with a background in retail, web analytics and data warehousing.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Jennifer Russell