Tag Archives: feedback management

Complimentary Webinar – Profiting from Feedback: Achieving Real Business Results with Enterprise Feedback Management

Profiting from Feedback: Achieving Real Business Results with Enterprise Feedback Management

Time/Date: Thu, Mar 11, 2010 2:00 PM – 3:00 PM EDT

Complimentary Webinar: https://www1.gotomeeting.com/register/916296592
Mention priority code MWS0022Blog

CareFusion increased its overall customer satisfaction by 26 percentage points after implementing an Enterprise Feedback Management solution. Attend this webcast to learn how they did it.

Many companies are struggling with how to capture feedback from their customers, partners, and employees ‘ and how to transform this feedback into real business results. Typical questions include:
‘ What are the critical steps in implementing a successful customer feedback program?
‘ How do I prevent the feedback from just ending up in a report with no business impact?
‘ How is enterprise feedback management affecting the bottom line?

CareFusion, formerly part of Cardinal Health, has successfully implemented the MarketTools CustomerSat enterprise feedback management solution across its service organization, elevating customer satisfaction to more than 90%.

Join us for this one-hour webcast to learn:
‘ The 9 critical steps in designing Enterprise-Wide Feedback Systems, and the costly mistakes to avoid
‘ How CareFusion moved from ad-hoc surveys to a systematic feedback program that translates to better service at every customer touchpoint
‘ How CareFusion improved overall customer satisfaction by 26 percentage points
‘ And much more’.

Speakers
Justin Schuster, Vice President, EFM Solutions, MarketTools
Alan Kneale, Vice President, Technical Support Operations, CareFusion
Robert Freeden, Director, Product Support/Repair, CareFusion

Complimentary Webinar – Profiting from Feedback: Achieving Real Business Results with Enterprise Feedback Management

Profiting from Feedback: Achieving Real Business Results with Enterprise Feedback Management

Time/Date: Thu, Mar 11, 2010 2:00 PM – 3:00 PM EDT

Complimentary Webinar: https://www1.gotomeeting.com/register/916296592
Mention priority code MWS0022Blog

CareFusion increased its overall customer satisfaction by 26 percentage points after implementing an Enterprise Feedback Management solution. Attend this webcast to learn how they did it.

Many companies are struggling with how to capture feedback from their customers, partners, and employees ‘ and how to transform this feedback into real business results. Typical questions include:
‘ What are the critical steps in implementing a successful customer feedback program?
‘ How do I prevent the feedback from just ending up in a report with no business impact?
‘ How is enterprise feedback management affecting the bottom line?

CareFusion, formerly part of Cardinal Health, has successfully implemented the MarketTools CustomerSat enterprise feedback management solution across its service organization, elevating customer satisfaction to more than 90%.

Join us for this one-hour webcast to learn:
‘ The 9 critical steps in designing Enterprise-Wide Feedback Systems, and the costly mistakes to avoid
‘ How CareFusion moved from ad-hoc surveys to a systematic feedback program that translates to better service at every customer touchpoint
‘ How CareFusion improved overall customer satisfaction by 26 percentage points
‘ And much more’.

Speakers
Justin Schuster, Vice President, EFM Solutions, MarketTools
Alan Kneale, Vice President, Technical Support Operations, CareFusion
Robert Freeden, Director, Product Support/Repair, CareFusion

10 Tips for Great Customer Service

Paul Clark, the CEO of Charter UK which is the foremost provider of Enterprise Complaint and Feedback Management software to the World’s leading companies, has recently posted 10 key areas which impact how good your customer service is in this latest post at the callcentrehelper.com blog. Here they are:

1. Effective customer intelligence
2. Have faith in your front line customer service staff
3. Understand how customers think
4. Work for and with people who believe in service excellence
5. Master the art of organisation design
6. Make the link to the bottom line
7. Make everything a little better every day
8. Understand that the future will be different
9. Learn from your mistakes
10. Make things easier for customers

Personally, I think #9 learning from your mistakes is the most important. Companies must not only learn from their mistakes, but accept that will not make the right decision each and every time. Do you agree?

Take some time to view the whole post here.