Customer Experience (CE) has become the mantra of senior management looking to enhance revenue and margins. Providing guidance on how to effectively enhance the CE therefore presents a huge opportunity for any department which can effectively pull together and package a unified Voice of the Customer (VoC), thereby becoming a focal point for guiding CE management.
In this White Paper, John Goodman, who is considered one of the founders of the Customer Experience industry and is the Vice Chairman of TARP, explains how cutting-edge companies are transforming their contact centers into the heart of the organization's VoC and CE management program.
This White Paper will provide you with strategies for delivering a Voice of the Customer (VoC) program that provides top management with a useful tool for managing the Customer Experience (CE), including:
• The eight key components of a successful VoC program
• The five data sets which are crucial to delivering an end-to-end picture of the CE, yet that are often ignored or go untapped in almost all organizations
• The four greatest challenges to building an impactful VoC, and how to overcome them
• How to measure ROI on your VoC/CE program
John also delivered a webinar on the same topic with UTOPY's VP of Customer Strategy, Mike Miller. The recorded webinar is available on-demand. A link to the on-demand webinar will be provided with the download instructions for the White Paper.
John Goodman, Vice Chairman of TARP
John is considered one of the founders of the Customer Experience industry. He has led the evolution of customer service from a cost center for answering consumer questions and complaints to a vital resource that helps organizations improve both operations and revenue.
Michael Miller, VP of Customer Strategy at UTOPY
Mike is a contact center industry veteran who specializes in helping organizations to optimize the performance of their contact centers using Speech Analytics. Prior to UTOPY, Mike was Vice President of Customer Care at E-LOAN. While there, he designed and deployed technology that improved sales conversion by 800% and increased revenue by $56 million per year.
Click here to download this white paper.