Loyalty 360 Presents: Getting Behind the Customer Service Wheel

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Vovici leads complimentary webinar to explore “State of the Customer” research, teach attendees how to track customers through each stage of their journey with their organization

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“Delivering a quality experience at every touchpoint and at each juncture throughout the customer lifecycle is the key to building sustainable customer loyalty,” says Mark Johnson, CEO of Loyalty 360 – the Loyalty Marketer’s Association. On February 21, 2012 at 1 PM EST, Nancy Porte VP of Customer Experience for Vovici, the leading provider of online survey management and enterprise feedback solutions, will lead “Getting Behind the Customer Service Wheel.” In this complimentary webinar powered by Loyalty 360, Porte will explore Vovici’s recently released “State of the Customer” research, and teach attendees how to research, create and develop a roadmap for a Customer Experience Wheel to help them track customers through each stage of their journey with their organization.

A thought leader in customer experience, Porte will provide a compelling and valuable perspective as she:

  •     Shares lessons learned as the leader of Vovici’s cross-department effort to better measure, manage and improve the customer experience of Vovici clients
  •     Discusses the need to balance a decentralized approach to survey creation and dissemination with a need for central oversight
  •     Looks at Vovici’s progress towards customer-centricity

With over 20 years’ experience, Porte is responsible for the Voice of the Customer program while managing customer support, customer training, and CRM systems. Prior to joining Vovici, Nancy most recently served as Senior Director, Technical Field Operations at Approva, a provider of continuous controls monitoring solutions based in Reston, VA. While at Approva, Nancy implemented a comprehensive client services strategy, resulting in 100% retention of customers over her tenure. Nancy has implemented successful client support and retention strategies at several other DC-area companies including Monster Government Solutions, iDEFENSE, and CareerBuilder.
Prior to joining Forrester in 2006, Suresh Vittal served as a consultant with SPSS where he focused on enabling marketing technologies at client companies. Vittal has successfully led the implementation of Web analytics, data mining, real-time marketing, campaign optimization, and enterprise predictive applications in financial services, travel, and pharmaceutical verticals.

To register or for more information, please visit “Getting Behind the Customer Service Wheel.”

About Loyalty 360 – The Loyalty Marketer’s Association
Loyalty 360 is an unbiased, market driven, voice-of-the-customer focused clearinghouse and think-tank that is committed to bringing customer loyalty to the forefront as a critical marketing strategy. A trusted source for cutting-edge research, best practices, and networking opportunities, Loyalty 360 gives members the expert insights and guidance they need to better understand loyalty and develop programs that effectively engage their customers and employees and build stronger relationships with them. http://www.loyalty360.org


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Cindy Kazan
Loyalty 360
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