Upcoming Webinar Speaks to Building a Holistic Voice of the Customer Program

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Loyalty 360 webinar will highlight the most crucial factors related to integrating customer feedback to enhance the customer experience. Attendees will learn about voice of the customer, customer satisfaction, and customer service recovery.

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Customer-centricity is a topic that is and should be quite germane to all brands.

Discover how a global company takes customer feedback from multiple touch points – including Customer Service, Technical Support, and Web – accompanied by periodic relationship surveys to form a holistic Voice of the Customer (VOC) program to augment the overall customer experience.

On Aug. 6 at 1 p.m. EDT, Loyalty 360 will host a webinar titled “Building a Holistic Voice of the Customer Program,” where Verint® Systems and VWR International will share tips on how to manage the customer experience, measure performance, and make improvements by using the Net Promoter Score® (NPS) and processes to create value.

Attendees will learn how to provide a VOC relationship view and display the customer’s perception of the company across primary experience areas. The presentation also will review how creating a touch point survey process – providing customer evaluations of specific interactions for operational analysis and management – plays a critical role in this process.

“Customer-centricity is a topic that is and should be quite germane to all brands,” shared Mark Johnson, CEO of Loyalty 360 – The Loyalty Marketer’s Association. “The comprehensive nature of the topic is challenging to most, but from the detailed insights to be shared in this webinar, brands will take away numerous insights about how to increase the efficacy of their most important relationship: the one with their customers.”

Nancy Porte, Vice President, Customer Experience, Verint, and Matt Wroblewski, Director of Market Research, VWR International, will be the featured webinar speakers.

Join Loyalty 360, Verint Systems and VWR International on Aug. 6 at 1 p.m. EDT for more insight on integrating customer feedback from multiple touch points to build a holistic voice of the customer program. For more information, please click here.

About Loyalty 360

Loyalty 360 is an unbiased, market driven, voice of the customer focused clearinghouse and think-tank that is committed to bringing 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. For more information, visit loyalty360.org.

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Erin Raese
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