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Learning to Capture the Voice of the Customer: Free Webinar

August 23, 2010

Companies throughout the world talk about how important the customer is in the overall strategic focus of the company. If the organization is not focused on capturing and listening to the voice of the customer, however, just how in-line with customer desire's can the company truly be to achieve that ultimate success?

An upcoming free webinar, Voice of Customer Best Practices: Leveraging Customer Feedback as an Enterprise Asset is scheduled for Wednesday, August 25, 2010 2:00 PM EDT / 11:00 AM PDT aims to demonstrate how Enterprise Feedback Management (EFM) can turn feedback into an enterprise asset.

This asset in customer feedback 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.

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.

Best practices for capturing the voice of the customer includes 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. The event will include real-world examples of how leading organizations are driving results with their Enterprise Feedback Management initiatives. Speakers will also outline pitfalls to avoid in the design of a Voice of Customer program.

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