What: Customer Experience Summit Event,“Voice of the Customer Programs: Measuring the Metrics that Matter”, presented by MarketTools, Inc., the leading provider of software and services for enterprise feedback management (EFM) and market research.
When: Thursday, May 3, 2012 at 11:00 am. to 2:00 pm.
Where: Hotel DuPont, Wilmington, Delaware
• Seth Hall, VP Operations, Philadelphia Insurance Companies, Speaker
• Jane Hrehocik Clampitt, Leader, Customer Loyalty Program, DuPont, Speaker
• Kerrie Sullivan, Director, Member Experience, AAA Mid-Atlantic, Speaker
Join a distinguished group of veteran Voice of the Customer (VOC) program executives for a panel discussion covering critical metrics to drive a successful customer feedback program. Attendees will learn:
• How to develop and interpret KPIs (key performance indicators);
• Best practices to establish metrics and closed loop processes;
• Steps to drive revenue from your VOC program;
• How to measure, track and report quick wins.
In addition, MarketTools will present “The Future of EFM (Enterprise Feedback Management)” [speaker TBD].
About MarketTools, Inc.
MarketTools (markettools.com) is the leading provider of software and services for enterprise feedback management (EFM) and market research. The company is focused on providing leading organizations the actionable customer insights they need to make better business decisions that lead to high-value business impact. As the first company to make online surveys widely available on the Web, MarketTools continues its market-leading position by providing the broadest range of powerful, accurate and integrated customer insight technologies that empower companies to become the most customer-centric organizations in their industries. MarketTools is a privately held company with corporate headquarters in San Francisco and European headquarters in London.
About MarketTools CustomerSat Software and Services
MarketTools CustomerSat is a Web-based Enterprise Feedback Management (EFM) solution used by the world’s leading businesses to capture, analyze, and act on feedback from customers, employees, and partners. MarketTools EFM consultants are available to help CustomerSat customers get the most out of their investment in EFM, from design of satisfaction programs to advanced analysis of survey results. Through the use of comprehensive analytic tools, action management technology, and the expert knowledge of customer satisfaction consultants, MarketTools helps clients optimize satisfaction and loyalty programs that deliver high-value business impact.