Empathica Webinar to Detail "Why It Pays to Listen to the Voice of the Customer"
The complimentary July 16 online session will offer business leaders valuable information on the link between customer feedback and business success
Toronto, Ontario, Canada (PRWEB) June 30, 2009 -- Empathica Inc., a leading provider of Customer Experience Management (CEM) solutions to some of the world's most respected brands, will host a complimentary webinar with Aberdeen Group and Brinker International on "Why It Pays to Listen to the Voice of the Customer" on Thursday, July 16 from 1:00-2:00 p.m. EST. The session will provide business leaders with insight on how to prevent customers from defecting to competition, as well as best practices for managing customer experience quality and satisfaction.
The collaborative webinar will feature two speakers - Jeff Zabin, Vice President and Research Fellow at Aberdeen Group, and Mark Williamson, Senior Director of Guest Experience and Hospitalityat Brinker International.
Zabin will provide an overview of how companies can successfully capture and leverage customer feedback to improve customer satisfaction and retention, and ultimately achieve increased revenues. As a leading research company, Aberdeen Group recently conducted an analysis of 150 enterprises that found Best-in-Class companies for customer feedback are 18 times more likely to increase customer satisfaction and 44.5 times more likely to increase customer retention. Zabin will present the detailed findings and outline the year-over-year improvements across several key performance indicators that companies have realized as a result of implementing the right technologies, organizational resources, business processes and performance metrics to achieve success with customer feedback initiatives.
In addition, Williamson will explain how Brinker International, one of the world's leading casual dining restaurant companies, increased customer satisfaction levels by double digits thanks to an effective customer feedback program.
"This session will offer business leaders an invaluable opportunity to learn about quantifiable, real-world examples of how companies are succeeding in these difficult times by focusing on what their customers are saying," says Gary Edwards, EVP of Client Services at Empathica, who will moderate the webinar. "We hope that by getting an inside look at how brands are profiting through these initiatives, companies will understand the value of launching or improving on a Best-in-Class customer feedback program."
Click here to register for the webinar.
About Empathica:
Empathica provides Customer Experience Management programs to nearly 100 of the world's leading brands, ranging from multi-unit retailers, to banks and restaurants. Its rich analysis of survey data using state-of-the-art surveying and dashboard reporting software allows for performance-improvement solutions, evidence-based marketing insights, and customer experience management consulting. Annually, Empathica's 30 million customer surveys in 17 languages reach more than 70,000 locations. A privately-held organization, Empathica is headquartered in Mississauga, Ontario, Canada and also has offices in Birmingham, England and Alpharetta, GA, in the United States. For more information about deriving actionable insights that enhance a brand's operational excellence, visit Empathica at www.empathica.com.
About Aberdeen, a Harte-Hanks Company
Aberdeen is a leading provider of fact-based research and market intelligence that delivers demonstrable results. Having benchmarked more than 30,000 companies in the past two years, Aberdeen is uniquely positioned to educate users to action: driving market awareness, creating demand, enabling sales, and delivering meaningful return-on-investment analysis. As the trusted advisor to the global technology markets, corporations turn to AberdeenTM for insights that drive decisions.
As a Harte-Hanks Company, Aberdeen plays a key role of putting content in context for the global direct and targeted marketing company. Aberdeen's analytical and independent view of the "customer optimization" process of Harte-Hanks (Information - Opportunity - Insight - Engagement - Interaction) extends the client value and accentuates the strategic role Harte-Hanks brings to the market. For additional information, visit www.brinker.com
About Brinker International
Brinker International, Inc. (NYSE: EAT), is one of the world's leading casual dining restaurant companies, serving more than 1 million guests daily. Founded in 1975 and based in Dallas, Texas, Brinker owns or franchises nearly 1,700 restaurants in 29 countries and two territories and employs more than 125,000. Brinker restaurant brands include Chili's®Grill & Bar, On The Border Mexican Grill & Cantina® and Maggiano's Little Italy®. Brinker also holds a minority investment in Romano's Macaroni Grill. The company was named one of FORTUNE Magazine's Most Admired Food Service Companies in 2009 and was honored by the magazine as one of the Top 50 Employers for Minorities and the Top 50 Employers for Women. For more information, visit www.brinker.com.
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