Although most utilities collect voice-of-the-customer (VOC) and voice-of-the-employee (VOE) feedback, these data are often siloed, fragmented, and difficult to look at from more than a single dimension. Because of this, it’s next to impossible to act quickly on the feedback. Utilities hear the drum beat that customer expectations and influence are on the rise, but what can you do about it today?

During this web conference, E Source customer experience experts will present established best practices for VOC and VOE strategy and take a look at Fortune 500 companies whose robust customer and employee feedback programs make them market leaders, trusted by their customers and their employees. You’ll also get the inside scoop on how to transform your utility customer satisfaction surveys into a comprehensive customer feedback program, providing improved customer intelligence and insights, accelerated positive word-of-mouth, better program participation and retention, and a more customer-centric focus across the enterprise.

You will learn:

  • Proven VOC and VOE methodologies and implementation practices from top brands
  • How you can implement lessons from market leaders into you own utility
  • Tactics for quickly leveraging the cutting-edge philosophies of Fortune 500 companies
  • How to create tailored feedback and research programs that engage customers, empower employees, deliver a compelling respondent experience, and provide a high return on your investment

Speakers:

Maureen Russolo, Vice President, Customer Experience Consulting, E Source
Stacey Nevel, Director, VOC Consulting, Confirmit

Who should attend:

Utility executives, vice presidents, directors, and managers who want to learn how to implement a superior VOC and VOE strategy.

For more information about attending this event, please e-mail us or call 1-800-ESOURCE (1-800-376-8723).