Recently, TARP Worldwide, the world’s premier Customer Experience agency, surveyed Customer Service Executives from hundreds of leading organizations. About one third of these Executives reported that their organizations produced an end-to-end view of the Customer Experience using data that was integrated into a single picture. Those particular companies were more than twice as likely to have significant improvements in customer satisfaction than the two-thirds of respondents who did not integrate multiple types of data!
However, the prospect of integrating the various sources of Voice of the Customer (VoC) data into a single picture of the Customer Experience (CE) can be daunting for most organizations. Recently, John Goodman, the Vice Chairman of TARP, joined UTOPY's VP of Customer Strategy, Mike Miller, to discuss this TARP research and explain in simple terms how to overcome this challenge.
During the Webinar “Success Factors in Using an Integrated Voice of the Customer to Enhance the Customer Experience”, John and Mike explained how to create an impactful VoC process that will help you improve the CE delivered by your organization, including:
• How to create a unified picture from multiple data sources
• The 8 factors associated with an effective VoC process
• How to take the lead on VoC and CE
• The major factors leading to VoC impact on the CE
• How integrated VoCs have already improved the CE delivered by two major companies
In addition, John Goodman, who is considered one of the founders of the Customer Experience industry, also recently wrote a White Paper on the same topic. That White Paper, also titled “Success Factors in Using an Integrated Voice of the Customer to Enhance the Customer Experience”, is also available for download. To receive access to both the White Paper and the recorded Webinar, please click: http://marketing.utopy.com/acton/form/2849/0001:/1/2849:i-00a4/Bfm0001/-/-/index.htm