Feedback Management Customer Offers Insight Into The Strategic Development and Execution of an Advanced Voice of the Customer Program
DULLES, Va.—Vovici, the leading provider of enterprise feedback management and intelligent survey solutions, today announced that Jeffrey Henning, vice president of strategy, will co-present with customer Marsha Jones, director lead acquisition at Sykes Enterprises. Inc, at Loyalty Expo 2011.
Their session will discuss how a vast majority of companies listens to customers through surveys (97% of firms, according to Walker Information) but, each department listens on its own, as if watching customers on an analog TV with mono audio. Every company could be and should be watching customers on a high-definition flat screen TV with surround sound.
Companies with a 360-degree Voice of the Customer (VoC) listening program are more likely to have highly loyal customers (0.41 positive correlation, according to research). Henning and Jones will discuss putting a VoC program in place in 2011 in order to begin keeping more customers than ever before.
This session will help organizations optimize a VoC program and plan for its growth as well as develop a roadmap for success. In conjunction with Henning, Jones will discuss how Sykes, a leader in providing customer contact management solutions and services in the business process outsourcing (BPO) arena, implemented the following strategies:
- VoC best practices from companies with highly loyal customers
- A roadmap for expanding your VoC program from mono to stereo to surround sound
- Ongoing challenges and how to overcome them
- Details from an advanced VoC program
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| The session details include: |
| When: |
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Tuesday, March 22, 9:00am – 9:45am EDT
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| What: |
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The Voice of the Customer in Surround Sound |
| Where: |
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Hyatt Regency Grand Cypress, Orlando, FL |
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Loyalty Expo was created to be the first of its kind—a true “Voice of the Customer”-driven, best-practice-focused customer engagement, loyalty and reward conference. The Loyalty Expo provides a forum of best-in-class vision and resources to assist members in reaching their customer relationship-building goals through networking and learning from peers.
For more information on the Loyalty Expo visit www.loyaltyexpo.com or for more information on the Voice of The Customer in Surround Sound session visit http://tinyurl.com/4ge6vtw.
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About Vovici
Vovici is the leading provider of intelligent online survey management and feedback solutions. Powerful, scalable and easy to use, Vovici’s solutions help companies engage customers, employees and partners to increase loyalty, facilitate innovation, and influence critical business decisions. More than a thousand organizations worldwide, including more than half of the Fortune 500, rely on Vovici to turn information into action. Visit www.vovici.com for more information.
Contacts
Vovici
US PR Contact:
Alison Guzzio, 610-925-2761
aguzzio@vovici.com
or
EMEA PR Contact:
Emily McDaid, +44 7748 6333 55
emily@hatch-pr.com