I am preparing for our upcoming webinar on June 10th and thought I’d preview some of the topic areas. The webinar will highlight Megan Burns from Forrester Research, Desirree Madison-Biggs from Symantec and yours truly (who always has something to say ). The webinar will cover three key areas:

1. Megan will set the stage with Forrester’s research on the obstacles for measuring enterprise customer experience. She will share four keys to establishing the right metrics and make recommendations on how to deploy a successful program.
2. I will add to this by talking about why we feel Net Promoter is a good metric for enterprise programs, discuss why most programs fail and spend most of the time talking about how you drive action at all levels in the organization.
3. Desirree will follow-up with real world examples of how Symantec has achieved success through its enterprise program.

We often find that programs fail for three primary reasons:

• While most companies have some form of voice-of-the-customer program, data is fragmented across the enterprise and there is no common vocabulary or measurement system that ensures consistency across the customer journey.
• Individual customers are lost in aggregate reporting, not allowing for immediate resolution, closed-loop communication or root cause analysis. By the time you get around to addressing their issues they are long gone as a customer.
• Employees are not empowered to take action either through immediate response, or through role-based reporting that provides a functional and cross-functional view of how to improve the experience in ways that matter most to the customer. 
  

We will do our best to provide practical tips about how you can overcome these challenges to improve the customer experience, increase loyalty and drive growth. If you are interested in participating in the webinar, click here to register.