May 19, 2011
Webinar - Webinar Explores Power of Capturing the Voice of the Customer
By Susan J. Campbell, TMCnet Contributing Editor
How well do you listen to your customers? When you ask questions regarding their satisfaction with your services or products, do you really do something with the information provided, or simply file it away somewhere?
A free webinar: 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. Scheduled for Tuesday, May 24, 2011 2:00pm EDT/ 11:00am PDT, this event focuses on the importance of truly listening to your customers.
These customers are sharing compliments, complaints and ideas with multiple departments across the organization. As a result, there is a growing need for the use of voice of customer (VOC) solutions instead of annual and transactional surveys.
VOC solutions need to be leveraged in real-time, across the entire enterprise. Companies that are already leveraging this capability are combining data captured across the enterprise to gather deep insight from customers’ needs, preferences and expectations.
While these savvy businesses seem to have it under control, they are definitely in the minority. Most firms today collect customer feedback and simply create reports. These same companies fail to take action on the VOC insight they have gathered. In the eyes of the customer, however, collecting and ignoring feedback is worse than not asking for it in the first place.
Webinar attendees will learn how to create urgency by urging employees at all levels to view VOC as a strategic initiative. They will also learn how to take action by making VOC information actionable and available to employees at all levels.
Attendees will learn how to be strategic in prioritizing and taking action according to key drivers of satisfaction or dissatisfaction. At the same time, these individuals can reap the rewards of this VOC focus by taking the action that can lead to innumerable benefits, such as product or process improvements to increase customer satisfaction and lower costs.
Register today for this webinar to learn how you can create actionable insight from VOC feedback. This information can be made readily available to employees at all levels so that action can be taken in an effective and profitable manner. Webinar attendees are sure to gain valuable insight into transforming VOC from a set of surveys to a strategic imperative.
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.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Jennifer Russell
