“A Survey is Not Enough for a Complete VOC Program” now available on-demand

In this webinar, Todd Rowe, Group VP & General Manager, Worldwide Mid-Market Division at SAP discusses how next-generation VOC programs deliver broader customer insights and payback.

Moderated by Chris Cottle, VP Marketing of Allegiance, leading VOC solutions provider, talking points include:

• The new role of surveys in the world of customer feedback / customer insight
• New ways to listen to customers and aggregate data without asking your staff to read thousands of replies
• Competitive advantage of next-gen VOC technology
• The new VOC tool set

 Amplify, headquartered in Austin, TX, is a $535 million financial cooperative with 42,000 members. Amplify’s primary purpose is service to its members, which is exemplified by the credit union motto: “Not for profit, not for charity, but for service.”

Amplify discovered early on that the best way to build better, deeper and more profitable relationships with members is to understand their needs and issues on an ongoing basis and ensure that member retention remains a focus.

As a result, the credit union established internal service level agreements to measure its success with its own members. Additionally, all employees are offered incentives to reach these service level agreements to help improve member retention.

Creating Measurable Value from Voice of the Customer Programs

 Everybody’s doing it—or, so they think. Gathering customer feedback has become increasingly commonplace, with over three-quarters of companies now having a customer listening function. Yet, less than one in ten describes it as innovative or cutting edge.

Read more about how creating and implementing a thriving and highly effective VOC program requires the right vision, awareness, and accountability that link the investments made to the observed returns.

Allegiance ranked #5 on the 2009 Inc. 500 list of fastest-growing software companies in America; #58 overall.