Workshop: Managing the Empowered Customer: How to build a Voice of the Customer Program that Fits into your Marketing Formula

Monday, November 04, 2019
2:00 - 4:00 PM Shedd B

Overview

In today’s experience-driven world, too many marketers fail to recognize the value of building customer advocates and turning them into a valuable asset along the brand experience. Customer advocacy (or lack thereof) can make or break a brand. This session will show you how to integrate a Voice of the Customer program with your existing marketing strategy – whether you’ve started mapping towards one or not – and how to tie customer advocacy to the bottom line. You’ll hear real-life examples of the successes (and failures) of an established VoC program from someone who has led CX efforts for over 25 years.

In this session, you will:

  • Discover the 5 key elements that will help you execute a Voice of the Customer program
  • Learn how to report the ROI of your customer advocacy efforts and showcase the lifetime value they hold when impacting your “funnel” initiatives
  • Hear real-life examples of the successes and failures of an established VoC program

VoC & Customer-Driven Design

Speakers

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