My presentation will highlight the processes and outcomes of the Voice of the Customer program which has allowed Farmers Insurance to reduce response times and create demonstrable improvement in service to its agents.
New York, NY and Oslo, Norway (PRWEB) September 17, 2009
Confirmit has announced that it has teamed up with Farmers Insurance Group of Companies® to deliver a keynote presentation at IQPC's 6th Annual Customer Feedback Week in Atlanta, GA on September 22nd.
The presentation will discuss how Farmers Insurance has created a Voice of the Customer program. It provides Farmers' management with real-time tools to make decisions, help re-engineer business processes and motivate employees to strive for excellent customer experiences.
Debra Lechner, Assistant Vice President of Customer Insight at Farmers Insurance said, "My presentation will highlight the processes and outcomes of the Voice of the Customer program which has allowed Farmers Insurance to reduce response times and create demonstrable improvement in service to its agents."
Lechner added, "The success that Confirmit has driven at Farmers has made a real difference to our organization. We're using feedback at multiple levels to address short term issues and drive longer term strategies. The result is more satisfied agents and more effective staff -- which combine to create a better business all round."
In the presentation Lechner will also talk about how sharing feedback data across all levels of the business has improved employee motivation and driven a shared goal of improving the customer experience through a culture of continuous improvement.
In addition, Gary Schwartz, SVP Marketing of Confirmit, will discuss the advantages that attitudinal data brings to companies that implement feedback programs, and how they should consider the "Moments of Truth" in the overall customer experience to optimize the value of the program.
Schwartz added, "We're delighted to have this opportunity to showcase the success that Farmers Insurance is achieving with the Confirmit platform. Capturing the Voice of the Customer is hugely powerful, particularly in challenging economic circumstances when customer retention is crucial. Delivering this presentation to senior level practitioners will help them to see the ways in which their businesses can benefit from a similar program."
Confirmit is the world's leading SaaS software vendor for Customer Feedback, Employee Feedback, and Market Research applications. The company has more than 200 employees and offices in Oslo (headquarters), Guildford, London, Moscow, New York, San Francisco, and Yaroslavl. Confirmit's software is also distributed through partner resellers in Barcelona, Kuwait City, Madrid, Milan, Santiago, Sydney, and Tokyo.
Confirmit targets Global 5000 companies and Market Research agencies worldwide with a wide range of software products for feedback / data collection, panel management, data processing, analysis, and reporting. Customers include British Airways, Countrywide Financial, Dow Chemical, Experian, GlaxoSmithKline, Halifax Bank of Scotland, Intrawest, Ipsos, Nielsen, The NPD Group, Safeco Insurance, Statoil Hydro, Symantec, and Virgin Media.
Farmers is a trade name and may refer to Farmers Group, Inc. or the Farmers Exchanges, as the case may be. Farmers Group, Inc., a management and holding company, along with its subsidiaries, is wholly owned by the Zurich Financial Services Group. The Farmers Exchanges are three reciprocal insurers (Farmers Insurance Exchange, Fire Insurance Exchange and Truck Insurance Exchange), including their subsidiaries and affiliates, owned by their policyholders, and managed by Farmers Group, Inc. and its subsidiaries. For more information about Farmers, visit our Web site at http://www.farmers.com.