Linkage Strategies | Action Planning
VOC's Goal is to create a best in class experience for our customers by capturing feedback or requirements and applying them to the services or products we offer. This process is all about being proactive and constantly innovative in order to capture the changing requirements of the customer.
- Understanding the whole story - Identify trending across multiple channels of customer feedback
- Driving the change – Create reporting that is relevant and actionable
- Spread the Culture – Building the cross-divisional partnerships
- Motivate, Empower and Engage your front line representatives
- Root Cause Analysis: Break away from the bandage approach and fix the bleed
Every customer-facing organization needs leaders dedicated to working towards enhancing organizational objectives, analyzing trends, and planning winning strategies. This keynote explains the competitive advantage experienced by organizations that create and manage a "Culture of Performance." It demystifies performance management, with detailed guidance for organizations to replicate top performers' practices, including the skills and asses needed to successfully compete in today's customer's first business society. Joey Fitts is co-author of the best-selling book, Drive Business Performance: Enabling a Culture of Intelligent Execution. Fitts is recognized as a leading authority on Business Intelligence, Performance Management, and Strategy Execution. Fitts has consulted over 25 of the Fortune 500, guest lectured Harvard Executive Education programs and the Stanford Executive Briefings, been featured in the SuccessFactors Research Thought Leader Network, raised over $16M in venture capital, and served on the Board of Advisors for InterVivos and the Computer Technology Industry Association (CompTIA). He currently works on Microsoft's Information Worker strategy.
Joey Fitts, Co-Author of the best-selling book Drive Business Performance: Enabling a Culture of Intelligent Execution, Author, Strategy 2.0: The Social Strategist
This presentation will showcase how American General is using the intelligence to positively impact the customer experience, improve business processes and share customer insights across the organization. Discover how this innovative focus sets the table for an outside in view resulting in the customer being a part of the process.
- I mportance of understanding the customer experience and using the actionable feedback to improve business processes
- I mportance of organizational communication and engagement around the customer experience
- How to make the customer feedback successes contagious
This presentation shows how our organization's customer feedback programs have evolved to add more value to the collection of customer feedback. The audience will learn how our Contact Center has effectively aligned customer feedback and quality review to reap the benefits of improved training for customer service representatives.
- How your customer feedback programs can continually add the customer's perspective into the business
- Customer Feedback Maturity - innovative approaches being used to move up and reap additional benefits from your programs
- Experience a short case study on how a Contact Center combined customer feedback and quality review to improve client service rep servic e
Line Managers in emerging markets must make pricing, advertising and merchandising decisions within complex, dynamic markets with imperfect data. Under-investing behind brands can risk missing the window of opportunity; over-investing dilutes margins and current business performance. We demonstrate how to leverage analytics in a practical way and have impact on business decisions.
- Learn the top 10 principles to make analytics actionable
- Learn how to find scalable, economical and flexible solutions
- Learn through successful case studies that optimize brand and portfolio decisions
- Learn what not to do
Greg Michaels, Director, Global Analytics Kraft Foods
Anil Kaul, AbsolutData Research and Analytics
Do you have a great customer story on how loyalty and satisfaction programs positively impacted your bottom line? Then we want your voice to be heard. If you're interested in speaking during this session, please contact Jon Saxe at jsaxe@iirusa.com.
market share, but are generally constrained by smaller budgets and limited resources. Customers change suppliers daily because of indifferent service. Discover a roadmap for creating and launching initiatives that give customers only one choice in suppliers – you. Learn how to maximize your budget and build customer loyalty. Quickly develop your company's unique Customer Service Standards and learn the steps to achieving executive buy-in, planning, and roll-out – all on a shoestring budget. Why allow your customers to choose suppliers – make them want to choose Your Company!
- Easy to implement roadmap targeted to midsize B2B companies and their specific challenges (limited budgets and resources)
- Everything you wanted to know about buzz word "Customer Experience" in the B2B world but didn't know you needed to ask
- Tips on how to gain support from Executive Leadership/Board of Directors
- Ability to create Customer Experiences that give your customer no option but to purchase from you