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passion. It is about profitable results.”

~Lior Arussy

Stop Annoying Me – The FATAL Mistakes in Voice of Customer Programs

Posted: Mar 15, 2013 by Lacey Stephen

Complimentary webinar by Allegiance, Inc. and Strativity Group provides customer perspective to improve customer feedback programs.

SALT LAKE CITY–()–Allegiance, Inc., a provider of VOCi (Voice of Customer Intelligence) technology and services, and Strativity Group, a customer experience management consulting firm, will present the complimentary webinar Stop Annoying Me – The Fatal Mistakes in Voice of Customer (VoC) Programs on Thursday, March 14, 2013 at 11 a.m. MST (1 p.m. EST). Space is limited, and seats can be reserved by visiting https://www1.gotomeeting.com/register/606769833.

WHEN:       Thursday, March 14, 2013, at 11:00 a.m. Mountain Standard Time (1:00 p.m. Eastern)
         
WHO:       Presenter: Lior Arussy, President of Strativity Group
        Host: Marc Mandel, VoC program expert, Allegiance
         
WHAT:       The typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14% – nothing to brag about. In this engaging webinar, attendees will learn the most common yet avoidable mistakes committed by companies when launching their VoC programs and how customers really feel about surveys and feedback programs.
         
        Voice of Customer programs are often designed without customer input, and therefore reflect a one-sided approach – providing only what feedback the company wants to hear and when they want to hear it.
         
        This webcast explores this and other mistakes in VoC programs, including:
         
       

• “Stop asking me stupid questions to make your numbers”

       

• “Don’t ask me questions you can’t act on”

       

• “I don’t want to speak to your research department; let me talk to the decision makers”

       

• “Don’t ask if you are not ready to respond”

       

• “Give me room to respond – don’t provide stupid scales”

       

• “What’s in it for me if I respond?”

         
WHERE:      

To register today, go to https://www1.gotomeeting.com/register/606769833

         

SPEAKER BIO:

Lior Arussy, President of Strativity Group

One of the world’s authorities on customer experience and customer centric transformation, Lior Arussy delivers results. His strategic framework converts organizations from product to customer centricity. It is drawn from his work with some of the globe’s leading brands: Mercedes Benz, Royal Caribbean, Capital One, Thomson Reuters, HSBC, E.ON, Nokia, SAP, University of Pennsylvania and Johnson & Johnson. His methodology enabled a European logistics corporation to move from 3% annual organic growth to 44% annual organic growth in 2 years.

Allegiance Supporting Resources

1. Allegiance press room <http://www.allegiance.com/news/press.php>
2. Voice of the Customer Blog <http://blog.allegiance.com>
3. Become a Fan of Allegiance on Facebook <http://www.facebook.com/pages/South-Jordan-UT/Allegiance-Inc/87289901462>
4. Follow Allegiance on Twitter <http://twitter.com/allegiancetweet>
5. Allegiance customer success stories and white papers <http://www.allegiance.com/resources/document-library.php>

About Allegiance, Inc.

Allegiance, Inc. helps companies translate customer insights into actionable business intelligence. Using Voice of Customer intelligence (VOCi™), Allegiance combines any form of Voice of the Customer (VOC) data with any operational data (CRM, financial, etc.) to create actionable customer intelligence delivered in the cloud. Allegiance multi-channel, 360 degree feedback collection includes ad-hoc, transaction, relationship, and customer experience surveys, solicited feedback through Web sites and phone, and unsolicited, unstructured feedback from social media. Allegiance ranked No. 5 on the Inc. 500 list of fastest-growing private software companies in 2009, and was named a “Top 10” by Software 500 in 2010. For more information about Allegiance, visithttp://www.allegiance.com.

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