Contact Center Solutions Featured Article

Free Webinar to Demonstrate Power of the Customer Voice

August 18, 2010

Just how important is the voice of the customer within your business? If you hope to continue to drive customer loyalty and increased revenues, it had better play an important part. If you aren’t sure how to leverage the customer voice, you may want to check out an upcoming webinar.

This webinar, Voice of Customer Best Practices: Leveraging Customer Feedback as an Enterprise Asset is scheduled for Wednesday, August 25 at 2PM EDT and aims to demonstrate how Enterprise Feedback Management “EFM” can turn feedback into an enterprise asset. This asset can directly impact revenue and profitability.

To learn how to leverage this power, Bruce Temkin, Customer Experience Transformist and managing partner for the Temkin Group, and Justin Schuster, vice president of Enterprise Products for MarketTools, will discuss best practices for designing a Voice of the Customer program using Enterprise Feedback Management.

Such best practices include those actions for collecting feedback across all customer touch points through a variety of channels such as surveys and social media. Attendees will also learn how to share feedback across the enterprise in ways that are relevant and actionable to specific company roles. The webinar will also focus on how to make an impact on loyalty and retention with closed-loop action management.

In addition to these valuable nuggets, the webinar will also include real-world examples of how leading organizations are driving results with their Enterprise Feedback Management initiatives.

Justine Schuster joined MarketTools in 2009 and provides leadership on product strategy for MarketTools CustomerSat and MarketTools Market Research Suite. He offers more than 10 years of high tech software and services experience.

As managing partner of Temkin Group, Bruce Temkin is considered a leading expert in how large organizations build differentiation with the customer experience. Temkin has worked with hundreds of such organizations on business strategies, operational processes, organization structures, leadership and culture required to create and sustain superior customer relations. 

For the organization that hopes to leverage the voice of the customer for greater returns, this webinar is not one to miss. Register today!

Susan J. Campbell is a contributing editor for ContactCenterSolutions and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Stefania Viscusi