VEChannel Event Profile

Putting the Voice of the Customer to Work

Many organizations regularly conduct customer satisfaction surveys, mystery shopping, and/or other methods to ensure that the voice of the customer (VOC) is captured and disseminated. Some companies often devote an inordinate amount of time and effort to these methods, while at least as much(if not more) attention should be given to using these data to drive organizational improvement and to achieve desired business results. This is where most organizations come up short. Benefits of Attending : This Webcast will introduce and illustrate a formal approach to using VOC data to help you drive and improve front line employee performance. Special attention will be devoted to tools and processes that enable an organization to: Clarify the customerdriven issue or action item to be addressed Determine responsibility for action, or the appropriate level at which action should be taken (crosscompany, business unit, and/or individual employee or partner) Identify specific enablers or means of addressing the action item (i.e., product and service features, business processes and employee actions, etc. Develop and implement actions that take all of the above into account Who Should Attend : CMOs, VPs Marketing, VPs Research, Research Directors, Research Managers or anyone with bottomline responsibilities in marketing, research, loyalty, customer satisfaction, quality assurance or customer management initiatives and strategies. All you need to attend is : A 56Kbps Internet connection or better Computer speakers for the audio Netscape 4.x or Internet Explorer 4.x (AOL users: AOL 5.0 and above only) Linux Users Please Note: To use the current Java client you will need to update to the latest version of Mozilla 1.7.3. Firefox/Mozilla. Using FireFox. Click Here To Set Up The WebEx Event Manager installed before the event Click Here To Set Up . NOTE: This plugin will not install if your browser has high security settings or you do not have administrative rights on your PC.

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