Complimentary Webinar: Net Promoter Score and Customer Feedback: Crucial to Your Company’s Success?

Thursday, October 14, 20102:00 p.m. — 3:00 p.m. ETRegister Now

What do customers really think about your business? It’s a deceptively simple question—and it’s one of the most fundamental challenges organizations face in today’s highly competitive market.

Join us for this online session, where you’ll hear an engaging discussion between Dr. Ken Bernhardt from Georgia State University and Oscar Alban from Verint^® Systems. Ken and Oscar will explore strategies to measure customer satisfaction and improve loyalty, while offering ideas on how to uncover actionable opportunities to drive customer success.

Discussion topics include:

• Defining Net Promoter Score and understanding limitations and considerations in using the metric outright
• Transforming customer comments into actionable intelligence
• Using “voice of the customer” information to transform your quality monitoring program
• Leveraging customer surveys to improve business operations and your company’s brand

Presenters:

Dr. Ken L. BernhardtProfessor of Marketing and Special Assistant to the DeanGeorgia State University Dr. Bernhardt received a B.S. degree from Washington and Lee University, an M.B.A. from the Harvard Business School, and a Ph.D. in Business Administration from the University of Michigan. His consulting and research projects include work with Chick-fil-A, UPS, The Federal Trade Commission, Kimberly-Clark, Holiday Inn, IBM, Coca-Cola, and AirTran Airways. Dr. Bernhardt also writes a bimonthly marketing column for the Atlanta Business Chronicle.

Oscar AlbanPrincipal Global Solutions ConsultantVerint Systems Oscar has written numerous articles that have been published in industry publications. He consults with contact centers on the different aspects of workforce optimization with an emphasis on the re-engineering of quality assurance strategies. Oscar is a sought-after motivational speaker to the contact center industry. Oscar’s background also includes 12 years working in the call center division of a Fortune 500 telecom company.

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