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Voice of the Customer

 Industry leaders and visionaries from 19 countries and 18 industries convened at Confirmit Community Conferences in London and Las Vegas during June to explore the achievements made possible through Voice of the Customer (VoC), Market Research (MR) and Employee Engagement programmes.

 Keynote speakers and customer led presentations reflected the conference theme: ‘Amplify Voices, Create Connections, Drive Innovation.’ Industry leaders from AIG, Best Buy, BSI, Delvinia, Forrester, Gartner, GfK, Fresh Intelligence, Mars, Office Depot, Philadelphia Insurance, PwC, SanDisk, Scottish Television, Travelers, Towers Watson, Walt Disney and the Weather Network among others exchanged best practices and success stories for customer experience, VoC, MR and employee engagement initiatives that create actionable insight to drive business success.

 

Key event takeaways include:

  • Disruptive market forces – including technology evolution and adoption, increased competition and access to information – have ushered in a new era for companies: the age of the customer. Successful businesses find ways to innovate each day; insights from customer, employees and other stakeholders offer actionable information for business critical decisions.
  • Presenters from AIG Life and Retirement, SanDisk and Tyco-SimplexGrinnell reported that effective companies track metrics that matter to their customers, not internal stakeholders.
  • Sophisticated dashboards enable team members from the boardroom to the front line to access real-time intelligence; at Office Depot, the Confirmit dashboard can yield thousands of page views in a day.
  • Mobile must be a part of your overall listening strategy. Roxana Strohmenger of Forrester, presented ‘Why Mobile is Here to Stay,’ and Patricia Graham, Chief Solution Strategist, Consumer Experiences, GfK Custom Research, noted the need to be “purposefully mobile,” and engage respondents in new ways to garner real-time details that may not be available via other channels.

 

“At Office Depot, we brought the customer into the business, culling insights that enable us to understand our customers and the processes that impact them,” commented Chris Childers, Director of Customer Research for Office Depot. “A key to our success is that our customer centric culture begins at the top. Each Monday morning, our Confirmit dashboard has thousands of hits, as executives and managers gauge progress. We leverage our customer intelligence to take strategic actions that give us a competitive edge and differentiate Office Depot in a crowded market

 

 

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