A business trend for this decade has been to embrace customer experience management (CEM), the process of moving a company's customers from merely satisfied to loyal and then, if possible, to becoming a “net promoter,” or active advocate of a company. As more companies seek to implement customer experience management programs, one major difficulty has cropped up: How do you measure customer satisfaction? After all, you can't improve the customer experience if you can't measure it...otherwise how do you know what your customers' experiences are?

Traditionally, customer feedback has been used to determine customer satisfaction, and it still is, though some of the technologies have changed, as has the end-game: instead of discovering abstract customer satisfaction scores, the feedback is even more important today. Today, companies are looking for ways to tie customer feedback and customer experience directly into new programs that will effect improvements in business outcomes. In other words, forward-thinking companies are becoming far more customer-centric than ever, using customer feedback in the experience design process, which in turn drives outcomes like increased revenue and cost savings. 

To this end, on February 23, TMC (News - Alert) will be sponsoring a new Webinar event entitled, “The Customer Cascade: How Customer Feedback Drives Experience Design & Business Outcomes.” Attendees of the event will learn a number of complex concepts, including the new role of customer feedback in customer experience design; how customer experience design is driving positive business outcomes for both business-to-business and business-to-consumer companies both online and in brick and mortar businesses; and the top customer experience trends in 2012 and how best to prepare for them.

For more information and to register, visit https://www1.gotomeeting.com/register/443642032.