Improve Customer Experience Results by Enhancing Operations

**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Dennis Weikle, Vice President of Customer Care at Virgin Mobile USA, now part of Sprint Prepaid group: how to manage customer sentiment through survey analytics, making operational improvements, and close-the-loop with customers on past issues. While most organizations track customer opinions for customer experience management, some have found that the real value of surveys lies in using the data to identify key issues and drive correction and prevention anywhere in the organization. (21:15; this interview is highlighted in the article: Customer Experience Management Prevents Hassles.)