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
Driving the Customer Experience and the Top Line with an Integrated Voice of the Customer
Customer Contact Week | 10/31/2011