×

Vovici CEO Says Businesses Need to Cut Through Increasing Noise to Hear Customers, Build Loyalty Organizations Must Rely More than Ever on a Structured Approach to Listening Initiatives

DULLES, Va., May 10, 2010 (BUSINESS WIRE) -- Today begins Vovici Inc.'s first annual customer conference, Vision 2010, where CEO Greg Stock will highlight the need for corporate and government agency leaders to create a single view of customer feedback and to share this invaluable data across their business. As the speed and volume of information continues to grow exponentially, systematically integrating feedback based on a common goal across all customer touch points is essential to fulfilling customer expectations. This is especially true as organizations struggle to filter important "voices" from the ambient noise that is become a growing and potentially overwhelming distraction across multiple enterprise communication channels.

According to Mr. Stock, the goal of engaging customers is to better understand the pulse of the market and collect the key data points organizations need to make strategic decisions and improve products, services, and customer loyalty.

However, as channels of communication continue to splinter across email, mobile, and social media platforms, silos of data are being created that lack effective integration across corporate disciplines and departments, thus inhibiting deeper customer engagement in authentic, two-way dialogues. High-performance corporate cultures will redefine their organizations around bridging this critical communication gap through proactive Voice of the Customer and Voice of the Employee initiatives.

"The rate at which customers, employees, and partners are conveying feedback is generating shockwaves of information that need to be managed. Companies need solutions that can cut through the deafening noise and systematically oversee feedback processes for a more holistic view of their customers, partners, and employees," said Stock. "Once an organization understands its customer's needs, perceptions and processes, it can monitor, listen, interpret, and act on feedback more effectively -- fostering greater support and loyalty among valuable stakeholder communities." Having an integrated approach for collecting, interpreting, and acting on customer, employee, and partner feedback has become even more critical as organizations face economic pressures to deepen existing relationships. With more sources of input and fewer resources with which to respond and manage, there continues to be a sharp mismatch between the products and services organizations deliver, and what their customers actually need or want.

"Capturing, analyzing, and acting upon the voice of the customer can have a dramatic impact on the success of an organization's CRM strategy," writes Jim Davies, research director for customer relationship management at Gartner in a recent report(1). "Departmental managers and, ideally, heads of CRM need to embrace customer feedback as a strategic investment priority due to the positive impact it can have both on individual departmental performance and overall strategic customer goals." May 10th marks the opening of Vovici's Vision 2010 User Conference, where speakers and attendees from the following companies are meeting to discuss the industry's best practices in customer feedback management: AARP, Air Force, American Honda, AOL, Ceridian, Cisco Systems, Corporate Executive Board, David's Bridal, Department of Defense, Girl Scouts of the USA, Hay Group, IRS, Lockheed Martin, Michelin, NPR, Oracle, PricewaterhouseCoopers, Savvis, US Army, State Farm Insurance, VW Credit, Inc., and Wells Fargo.

For more information on Vision 2010, visit: http://vision2010.vovici.com/ Additional Resources Follow Vovici on Twitter Find us on Facebook Bookmark Our Blog Visit Vovici's News Room About Vovici Vovici is the pioneer of Enterprise Feedback Management (EFM), providing comprehensive survey systems, panel management software and online community solutions. Our survey tools enable organizations to centralize feedback data collection, build and manage proprietary panels, leverage corporate social networking, and utilize robust survey analytics and reporting. Our solutions increase customer loyalty, facilitate collaboration and innovation, influence critical business decisions and provide voice to online communities.

Organizations worldwide, including more than half of the Fortune 500, rely on Vovici to gather feedback on customer satisfaction, perform market research and gauge employee satisfaction. Visit www.vovici.com for more information.

(1) Gartner, Inc. Improving CRM Through Feedback: Eight EFM Case Studies, Jim Davies, April 30, 2010 SOURCE: Vovici Inc.

CONTACT: Vovici Inc. Alison Guzzio Public Relations 610-925-2761 aguzzio@vovici.com Copyright Business Wire 2010 -0- KEYWORD: United States

North America

Virginia INDUSTRY KEYWORD: Technology

Data Management

Software SUBJECT CODE: Conference