I'm excited to invite you to my upcoming webinar (Sept 12th at noon Central) where I will share insights from my experience in helping organizations across various industries implement and scale their Voice of Customer (VOC) programs.
During this session, I'll be diving deep into how Gainsight leverages VOC to enhance customer experiences, increase retention, and align company priorities with customer needs. We'll cover key areas that can transform your approach to customer interactions and outcomes.
Key Items We'll Explore:
- Gainsight's Approach to Voice of Customer: I’ll walk you through how Gainsight integrates VOC into its strategic priorities to drive customer-centric decision-making across the organization.
- Understanding Key Feedback Types: We’ll delve into the three crucial types of customer feedback—Customer Effort Score (CES), Customer Satisfaction (CSAT), and Net Promoter Score (NPS)—and how each contributes to a holistic view of customer sentiment.
- Driving Impact with NPS: I’ll share how NPS feedback is used to influence company initiatives, improve product experiences, and support cross-functional collaboration within Gainsight.
Takeaways:
- Implementing VOC Programs: Practical steps to establish or enhance VOC programs in your organization to better understand and serve your customers.
- Maximizing Customer Feedback: Techniques for effectively using CES, CSAT, and NPS to predict churn, identify friction points, and enhance customer satisfaction.
- Aligning Business Priorities with Customer Needs: Strategies to leverage NPS data to drive organizational change and improve customer engagement and retention.
Join me for an engaging session to learn how to turn customer feedback into a powerful tool for driving success across your organization. Looking forward to seeing you there!