Confirmit Seminar Reveals Keys to Customer Experience Success

New York, NY and Oslo, Norway: September 22, 2010: Confirmit, the largest global software vendor for Customer Feedback, Employee Feedback and Market Research has revealed that leading Customer Experience practitioners are driving action by tying customer feedback to key business metrics.

The theme was raised at a breakfast seminar hosted by Confirmit, which was attended by representatives from organizations across the US West Coast who discussed best practice, challenges and tips for building successful Voice of the Customer programs.
 
Gary Schwartz, SVP Marketing, Confirmit, comments: “Linking customer feedback to tangible business metrics by which people are measured turns feedback from a ‘nice to have’ into something for which people accept ownership. The speakers also agreed that the best way to encourage customers to provide their opinions is to feed back on the feedback. Sharing details of what action has been taken based on customer comments is a great incentive and has led to response rates of up to 70%.”

Four speakers shared experiences which demonstrated how they have used their programs to increase customer retention, drive change and deliver positive ROI to their organizations.

The speakers were:
•         Gregson Siu, Senior Director, Operations at Ariba.
•         Laurie Freres, Senior Consumer Insights Manager, Farmers Insurance.
•         Leslie Tyler, VP Marketing at ZipRealty.
•         Rick Bedard, Dir. Training Operations, FlightSafety International.


Schwartz concludes: “There were some great insights as a result of this session, and we’ll investigate these themes further during our presentation at the Telestrategies Telco eCare and Billing Output conference in Miami on September 22nd. We’ll also discuss more ways to use feedback to achieve business goals during an online webinar on September 30th.”