Presented By: Christine Ferguson, VP Fizzback Americas, NICE Systems 

On Demand Date: November 2011 

The voice of the customer has never been more powerful, or influential. Exposed to constant innovations and new service experiences on the myriad of interaction channels available to them today, consumers have raised their expectations, making a focus on the customer experience a strategic imperative for any brand. Each experience a consumer has with a brand creates a perception that influences their loyalty and willingness to recommend the products or services offered. Experiences are delivered across the whole customer lifecycle, and across a number of channels including in-store, the web and the customer centre. Consumers are constantly evaluating the extent to which these experiences are consistent with the promises made by the brand. And this chain of experiences is only as strong as the weakest link… They demand personalization, flexibility, quality, and innovation, and will not hesitate to turn their backs away from it when a perceived valuable alternative is presented elsewhere.

Learn insights and hear a best-practices packed discussion, outlining the formula customer experience leaders need to ‘drive by voice-of-the-customer’. Listen to this webcast to:

• Learn how you could collect customer feedback, in their own language, from all your customers at these critical moments, many of which will take place while they are out in the real world, perhaps in a store or wherever they happen to be using your product or services?
• Learn how simple measures could help you find the main drivers of customer dissatisfaction and identify customers at high risk of churning can
• Learn how you could, in real time, uncover the intent behind customer interactions and the root cause of dissatisfaction
• Learn how other companies were able to identify, in real-time, the drivers of repeat contacts across multiple communication channels to address customer requests in a single interaction and increase first call resolution rates

How powerful would it be to be able to unite the whole organization behind delivering great experiences and immediately identifying customers at risk of churn, and mend an at risk relationship?

Don’t miss on this opportunity to learn from leading brands, and get actionable advice that will help you better connect with your customers and deliver on your company’s customer experience goals.