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The names we give them vary from company to company: rogue, unofficial, unsanctioned, ghost, one-off. Voice of Customer (VOC) experts appreciate the power of a neat customer feedback strategy. But in many organizations, there is no central authority governing how, when and why customers are surveyed.
When your customers are surveyed in a disjointed, illogical and inconsistent manner, both your VOC initiative and your customer relationships suffer
This week, we have invited Sarah Simon of Allegiance to discuss this issue and offer best practices surrounding proper feedback strategy that makes sense.
Sarah Simon has over 15 years of customer and market research experience, focusing the past 6 years on Satisfaction, Loyalty and Engagement feedback solutions for the customer, employee and partner.
Currently, she serves as a Program Design Consultant at Allegiance, where she is part of a team of experts whose primary goals are to partner with clients to (a) tailor solutions that address their unique business needs, (b) ensure that their program objectives are achieved, (b) provide expert guidance on strategic actions to take as a result of the feedback collected, and (c) ensure that they are satisfied.