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Webinars

ResponseTek:CEM web seminars are your opportunities to learn about the value of the customer experience, how to make a business case for your CEM program, and best practices around operationalizing CEM solutions.

Delivered by experienced ResponseTek client managers and product managers, ResponseTek:CEM webinars have been designed to help customer-centric organizations understand the relationship between customer experiences and customer advocacy, and how effective management of CEM programs affect bottom line results and brand reputation.

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 Webinar Topic
The Feedback Link: Connecting Employees to Customer Experiencesicon
Date: Thursday, July 24, 2008
Time: 8:00 AM PDT / 11:00 AM EDT / 4:00 PM BST

Too often, customer experience information gets trapped within independently-acting departments, never making it to employees who are empowered to improve the delivered experience. Identifying who should get what information and how frequently they should get it is a critical step to deploying Customer Experience Management.

At this web seminar, you will discover strategies to get the right information to the right people at the right time.

Join Chris Simmons, senior client manager, and:

  • Hear the risks that come with getting some—or none—of your customers’ feedback
  • Learn how to prepare different people in your organization for acting on customer experience information
  • See examples of tactical methods to ensure that employees receive the right information to deliver exceptional customer experiences
 Beyond the Dashboard: Closing the Loop with Customersicon
Date: Thursday, August 7, 2008
Time: 8:00 AM PDT / 11:00 AM EDT / 4:00 PM BST

After customers provide you with feedback, the easiest way to show them that you’re listening is to tell them what you’ve done with it, yet few companies manage to complete this critical step. This session offers ideas on how to tell customers that their feedback is important to your business.

Join senior client manager Stephen Coleman and discover:

  • When can you use one-to-many communication to tell your customers what improvements you've made
  • When customers need to hear individually from you

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