Joe Rawlinson

MARCH 1, 2017

Reward them for referrals. Send them a gift card or if you’re a B2B company you could involve them in a revenue-sharing program. Thank them for feedback. But if you have a happy and loyal fan base, it never hurts to say thanks and reward them in ways that make them feel truly special. Pretty happy right?

Fashion 83

Fashion B2B Retail Customers 83

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken?

Voice of Customer 71

Voice of Customer Effort Score ROI Metrics 71

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken?

Voice of Customer 52

Voice of Customer Effort Score Metrics ROI 52

Stella Connect

FEBRUARY 28, 2017

As a group, we boiled it down to these six: Leveraging customer feedback. Rewards and recognition. Here’s where we landed: Leveraging customer feedback. Customer feedback is too often collected at a company level rather than an agent level, and this is a missed opportunity. Rewards and recognition. Career pathing.

Contact Center 40

Contact Center Culture Feedback Training 40

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic

Traditional methods of agent coaching lack the ability to automatically analyze the unstructured data inside support interactions to identify opportunities for improvement and reward strong performance. Attendees will walk away with insight on the following: Critical components for coaching programs.

Contact Center

PeopleMetrics

MARCH 1, 2017

With insufficient planning and preparation, your customer feedback strategy may stumble, you may lose team members along the way, or find yourselves lost in a sea of information. Step 1: Involve the field in the design of the program. This type of early collaboration helps by: Letting operations feel invested in the program.

Banking 69

Banking Feedback How To Customer Centricity 69