Empathica Announces the Webinar: Why it Pays to Listen to the Voice

The complimentary July 16 online session will offer business leaders valuable information on the link between customer feedback and business success

Toronto, Ontario, Canada  – June 30, 2009 –Empathica Inc., a leading provider of Customer Experience Management (CEM) solutions to some of the world’s most respected brands, will host a complimentary webinar with Aberdeen Group and Brinker International on “Why It Pays to Listen to the Voice of the Customer” on Thursday, July 16 from 1:00-2:00 p.m. EST. The session will provide business leaders with insight on how to prevent customers from defecting to competition, as well as best practices for managing customer experience quality and satisfaction.

The collaborative webinar will feature two speakers – Jeff Zabin, Vice President and Research Fellow at Aberdeen Group, and Mark Williamson, Senior Director of Guest Experience and Hospitalityat Brinker International.

Zabin will provide an overview of how companies can successfully capture and leverage customer feedback to improve customer satisfaction and retention, and ultimately achieve increased revenues. As a leading research company, Aberdeen Group recently conducted an analysis of 150 enterprises that found Best-in-Class companies for customer feedback are 18 times more likely to increase customer satisfaction and 44.5 times more likely to increase customer retention. Zabin will present the detailed findings and outline the year-over-year improvements across several key performance indicators that companies have realized as a result of implementing the right technologies, organizational resources, business processes and performance metrics to achieve success with customer feedback initiatives.

In addition, Williamson will explain how Brinker International, one of the world’s leading casual dining restaurant companies, increased customer satisfaction levels by double digits thanks to an effective customer feedback program.

“This session will offer business leaders an invaluable opportunity to learn about quantifiable, real-world examples of how companies are succeeding in these difficult times by focusing on what their customers are saying,” says Gary Edwards, EVP of Client Services at Empathica, who will moderate the webinar.  “We hope that by getting an inside look at how brands are profiting through these initiatives, companies will understand the value of launching or improving on a Best-in-Class customer feedback program.”

To register for the webinar, visit https://www1.gotomeeting.com/register/656074537.


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