Customer Satisfaction & Loyalty

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If you’re interested in Customer Satisfaction & Loyalty, then check out Forrester’s ‘Meeting the needs of changing customers in a changing world’ presentation at the 2012 Customer Experience Exchange. Download the agenda for more information or request an invitation if you’d like to be considered for a place.

What is Customer Experience?
Ensuring a great multi-channel customer experience, hinges on an organizations’ ability to put the customer at the heart of the business. This video, produced by the Customer Management Exchange Network, serves to demonstrate the importance of customer experience in today’s environment touching on critical strategic issues such as customer loyalty, accountability & ROI, social media and customer centricity.

Podcasts

• Customer Experience in the Spotlight: The last 3 years were fascinating - the next 3 will be even harder
  Ingrid Lindberg, Chief Experience Officer, CIGNA - Quadruple award winner in 2011, joins IQPC Exchange in a quick-fire round to discuss how her business has evolved over the past year, the biggest investment and the greatest challenge moving into 2012.
  If you prefer reading the transcript of this podcast interview, please just download the transcript here.
• Customer Experience in the Spotlight: How to Engage with Customers in their Bedrooms, Bathrooms and over Meals!
  Ica van Eeden, Chief Customer Officer at Sun International, joins IQPC Exchange to discuss changes in the hospitality industry and how this has impacted customer service strategy.
  If you prefer reading the transcript of this podcast interview, please just download the transcript here.
• Customer Experience in the Spotlight: Where to Start, the Weakest Link and Lessons from Jimi Hendrix
  Rod Butcher, Head of Customer Experience and Insight at Aviva, joins IQPC Exchange to discuss why customer journey mapping is such an essential part of customer experience management for businesses today and how it can be used to help change the culture.
  If you prefer reading the transcript of this podcast interview, please just download the transcript here
• Jay Topper, SVP Customer Success for Rosetta Stone, the world’s leading language-learning software discusses the key to driving businesses success through customer success