American Marketing Association and Vovici Present 10 Steps to Launching a Customer Experience Management Program

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Survey Software Pioneer Vovici Broadcasts Four Educational Seminars in August on Customer Loyalty and Enterprise Feedback Management

Developing a formal Customer Experience Management (CEM) program was identified as the single most important practice for raising customer loyalty, according to research by Vovici, the leading provider of survey software and enterprise feedback management (EFM) solutions. Out of 24 best practices that Vovici recently analyzed for their impact on customer loyalty, the practice of developing a formal Customer Experience Management (CEM) program was found to be the most effective. Organizations with a formal CEM program are disproportionately more likely to have customers who are willing to repurchase, willing to increase share of wallet, and likely to recommend their brand.

Vovici, in conjunction with the American Marketing Association (AMA), will host a live webcast based on Vovici's research, Countdown to a Customer Experience Management Program. The free, hour-long webinar will be broadcast on Tuesday, August 11, 2009 at 10 am PT, 11am MT, 12pm CT, 1pm ET. This webcast offers practical, real-world guidance that attendees can begin immediately applying to their organizations as they seek to understand and serve their customers better. To register for the webinar, visit .

Vovici executives Jeffrey Henning and Roderick Morris will share their recent research findings and outline the ten steps required to launch a formal Customer Experience Management program. Participants will learn:

  •     What a formal CEM program consists of and how to define one for your organization
  •     Who within an organization is typically responsible for Customer Experience Management
  •     Which of 24 best practices are most important to tackle first
  •     What steps are needed to invest the entire company in the success of the CEM program

Vovici is pleased to sponsor four additional webinars in August that focus on other best practices important to customer loyalty and enterprise feedback management. Upcoming broadcasts include:
August 12 & 20: Zen & the Art of Questionnaire Design
August 13: 7 Habits of Highly Successful Surveys
August 25: The Customer Satisfaction Survey: Measuring Customer Experience to Build Customer Loyalty

To register for upcoming Vovici webinars or to view past recorded webinars, visit .

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About Vovici:
Vovici is the pioneer of Enterprise Feedback Management (EFM), providing comprehensive survey systems, panel management software and online community solutions. Our survey tools enable organizations to centralize feedback data collection, build and manage proprietary panels, leverage corporate social networking, and utilize robust survey analytics and reporting. Our solutions increase customer loyalty, facilitate collaboration and innovation, influence critical business decisions and provide voice to online communities. Organizations worldwide, including more than half of the Fortune 500, rely on Vovici to gather feedback on customer satisfaction, perform market research and gauge employee satisfaction. Visit for more information.


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Martha Popoloski
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