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Organizational Effectiveness Through Feedback Management
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>> Customer Loyalty Forum
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The Customer Loyalty Forum is a sister organization to the First Wednesday Group. We create opportunities for those involved with customer loyalty, retention, and metrics issues to discuss these vital concerns. We are located in the Greater Boston area. Initially, we are holding breakfast meetings for our discussion forum.
Our first Forum meeting on March 10 -- "Net Promoter Score®: Its Use and Abuse" in your company -- had a lively discussion with over 30 folks attending. Thanks to all who came and contributed. Read a summary of the NPS discussion organized along lessons learned.
for our next Customer Loyalty Forum on May 5. Topic:
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Building a Customer Feedback Program Office.
 Ever been to a meeting where different groups argue about whose survey data is correct, rather than discussing the business implications?Have you found your survey findings about your support representatives being interpreted as a measure of customer satisfaction with the company overall?Ever received two surveys from the same company in one week? Both of these events - and more - can result when a company has multiple customer feedback efforts that are not coordinated. While surveying efforts may start as a bottom-up initiative, at some point central coordination makes sense, if for no other reason than to recognize scale economies. Sounds simple, but it's not. Many factors need to be considered when building a central program office for customer feedback, otherwise unintended consequences will result.
Our session leader, Peter Swaim, managed the central surveying program office at EMC before moving to his current, similar position at ACI Worldwide. He will share with us his insights on the benefits of a central program office as well as the downsides. If you have a bunch of uncoordinated surveying efforts at your company, come learn about a coordinated effort.
As always, this is a discussion forum. Bring your questions and your insights to share with all.
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Session Leader:
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Peter Swaim, Senior Manager, Customer Insights at ACI Worldwide
Peter Swaim has managed Customer Feedback and Measurement programs for over fifteen years at companies including Digital Equipment Corporation, Genuity, and EMC Corporation, and he currently manages the Customer Insights and Loyalty Program at ACI Worldwide. He has focused on creating, designing and implementing effective customer-engagement methodologies to measure sentiment on key business topics or events, and leveraging advanced analytics to identify and prioritize business strategies. As a practitioner and team leader. Peter recognizes that the Voice of the Customer is a valuable corporate asset, and when managed effectively, it can significantly help to achieve business goals and to improve market position. He is a Lean Six-Sigma Green Belt and he received his MBA from Northeastern University.
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Where:
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When:
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Wednesday, May 5, 7:30 to 9:30 AM
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Cost:
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$35
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Follow this link to our secure registration form.
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Directions:
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Cancellations:
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Cancellations must be done by April 30. We're not trying to be nasty; it's just that we pay for all headcount we've confirmed.
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Receipts:
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We will send out a reminder note a few days before the meeting, which will include a receipt for your payment.
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Card Billing Address:
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If paying by credit card, please note that we ask for the billing address for your credit card on the registration form.
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Name on Charge Card Statements:
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Please tell your admin person about this charge, which will be show on your card statement as "Great Brook Consulting," which is Fred Van Bennekom's company, the organizer of the Forum. We like to avoid unnecessary challenges to charges!!
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Post Forum Notes:
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While certainly not a substitute for attending, we'll write up notes about the meeting. We may record the session to help us write up the notes. No company names will be included in the notes.
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