Wednesday, July 25, 2012

Complimentary Webinar: Driving Best-In-Class Customer Experience: Beyond Social Media Listening

In association with EmPower Research, a Genpact company, The Institute for International Research invites you to join us for a one hour complimentary Web Seminar:

Driving Best-In-Class Customer Experience: Beyond Social Media Listening
Tuesday, August 7, 2012
12:00PM - 1:00PM ET

• Sangita Joshi, Managing Partner, EmPower Research, a Genpact company

Reserve your Webinar seat now at:
Please mention your priority code: MWY0001BL

Today the rise in customer participation in Social Media is pushing marketers and researchers to listen and learn from Social Media conversations. While numerous applications of Social Media research are taking shape, understanding customer experience through the new media is gaining tremendous mind-share.

Social Media provides an excellent platform to listen to customer concerns, criticisms, and feedback, and address issues through one-to-one engagement. Social Media listening helps brand managers and marketers in not only differentiating their service quality but also aligning them with customer expectations, thus, driving greater satisfaction and better experience. In this session, you learn how Social Media can provide holistic insights on the “voice of consumer”.

Participants will learn:
• Understanding and measuring customer experience through Social Media – the possibilities today
• Beyond listening- Tracking voice of the consumer across the relationship cycle
• Social engagement- The path to improving Net Promoter Score/Customer Satisfaction Index

Sangita Joshi is the Co-founder and Managing Partner of EmPower Research - a Genpact company. She has over 20 years of experience in research of which the last eight years have been at the executive level. At EmPower, Sangita leads social media research and delivery to global clients, and closely works with the innovation team to continuously evolve solutions that aid decision-making in a dynamic business environment. She regularly writes for leading industry publications and speaks on topics related to social media-led insights.

About EmPower Research:
EmPower Research, a Genpact company (NYSE:G) provides integrated media and business research services. We help our clients understand stakeholder perception and needs, empowering them to service better. We use proprietary methodologies to listen and learn about conversations in the customer ecosystem, deriving real insights for active stakeholder engagement.
For more information, visit

About IIR:
The Institute for International Research (IIR) is the world's largest conference company and has been the leader in the provision of business information for over 25 years. IIR produces over 5,000 events annually through its network of offices in over 35 countries.

Thursday, July 5, 2012

Idea Gathering, Customer Experience News: Digital Trends and Forgotten Feedback

It's been over a month since we've returned from the 2012 Total Customer Experience Leaders Summit, so we wanted to check back in. Have you implemented any ideas from the event at your company? Come up with any new questions? Let us know in the comments!

In the meantime, let's take a look at what's been happening in the customer experience world.

Back on June 20th, Forbes posted an interesting piece "Shoppers To Retailers: Hello!? Is Anyone Listening?" suggesting that retailers are not acting on the customer feedback they may be receiving. One interesting note from the research being quoted:

"83 percent of those surveyed told Empathica they are more loyal to a brand when they believe action has been taken based on their feedback. Yet, in a RetailWire poll accompanying the story, 60 percent of those voting gave the retail industry a “D” or an “F” for responding to consumers’ suggestions."

In other research, Mashable noted "5 Digital Trends Shaping the Consumer Experience," and Dan Schawbel Personal Branding Expert, Millennial Branding explained "Why Brands Should Respond to Customers on Social Networks" on the Amex Open Forum.

Lastly, we enjoyed this piece on Fast Company's Co.Exist "Great Brands Are About Fusing Product And Service. How Do You Do It?" which noted:
"Companies need to start thinking about the holistic experience between their brands, products, and services. Crafting an experience requires design that considers these three elements of brand, product, and service in order to generate successful results. Any company can be analyzed through these lenses to evaluate the experience it creates for its customers."
What customer experience news have you come across since the event? We want Total Customer Experience Leaders to be a thriving community year round, not just a three day experience, so please share your thoughts.

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