Leading Practitioners Link Voice of the Customer to Key Business Metrics

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Confirmit Seminar Reveals Keys to Customer Experience Success

Linking customer feedback to tangible business metrics by which people are measured turns feedback from a 'nice to have' into something for which people accept ownership.

Confirmit, the largest global software vendor for Customer Feedback, Employee Feedback and Market Research has revealed that leading Customer Experience practitioners are driving action by tying customer feedback to key business metrics.

The theme was raised at a breakfast seminar hosted by Confirmit, which was attended by representatives from organizations across the US West Coast who discussed best practice, challenges and tips for building successful Voice of the Customer programs.

Gary Schwartz, SVP Marketing, Confirmit, comments “Linking customer feedback to tangible business metrics by which people are measured turns feedback from a ‘nice to have’ into something for which people accept ownership. The speakers also agreed that the best way to encourage customers to provide their opinions is to feed back on the feedback. Sharing details of what action has been taken based on customer comments is a great incentive and has led to response rates of up to 70%.”

Four speakers shared experiences which demonstrated how they have used their programs to increase customer retention, drive change and deliver positive ROI to their organizations.

The speakers were:

  • Gregson Siu, Senior Director, Operations at Ariba.
  • Laurie Freres, Senior Consumer Insights Manager, Farmers Insurance.
  • Leslie Tyler, VP Marketing at ZipRealty.
  • Rick Bedard, Dir. Training Operations, FlightSafety International.

Schwartz concludes “There were some great insights as a result of this session, and we’ll investigate these themes further during our presentation at the Telestrategies Telco eCare and Billing Output conference in Miami on September 22nd. We’ll also discuss more ways to use feedback to achieve business goals during an online webinar on September 30th.”

About Confirmit
Confirmit is the world’s leading SaaS vendor for Customer Feedback, Employee Feedback, and Market Research applications. The company has more than 240 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, Pattaya, 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, Dow Chemical, Farmers Insurance, GlaxoSmithKline, Halifax Bank of Scotland, HSBC, Ipsos, Nielsen, The NPD Group, Safeco Insurance, Statoil, Symantec, Virgin Media, and Wells Fargo. Visit http://www.confirmit.com for more information.

Press Contacts
Gary Schwartz, SVP Marketing: +1 212 660 1816
EMEA PR Contacts, Indigo River: Andrea Burton +44 (0)1985 850320 / Melanie Oxford +44 (0)7515 632065
US PR Contacts, Hart Boillot: Perrin McCormick / Brandie Gerrish +1 781 893 0053


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Gary Schwartz
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