Despite heavy snow, the Voice of Customer Forum 2010 was a great success. Some attendees travelled hundreds of miles, waking up at 3:50 AM to be at our showcase event and were very impressed with the ideas and insight on offer. Senior level directors, VPs, managers and heads of customer service departments from diverse companies such as Shell, RBS, Waitrose, Eurostar, The Post Office and Vodafone got a chance to network and compare the theory of what makes great customer service with some live case studies. Amongst these were:

– Natasha Adams, Customer Services Director Tesco talking about their “How did we do?” campaign. Natasha’s talk looked at using verbatim feedback as a source of competitive advantage, keeping momentum around the programme, being able to act quickly on what they were seeing and aggregating this information into granular and regular reports.

– All the way from snowy Leeds, we were very lucky to have Lisa Hulme-Vickerstaff, Head of Customer Service Research at O2. Her presentation looked at the amazing way her and her team had helped move O2 to a company that was very service centric. Part of this effort was to  use multi-channel feedback to generate data that was employed to improve processes such as first call resolution and create customer and employee “fans”.

Also during the day Professor John Murphy of the Manchester Business School spoke on Improving Customer Loyalty and Rob Keve, the CEO of Fizzback gave his insights on winning hearts and minds and The 10 Golden Rules of Customer Engagement.

Finally a panel comprised of thought leaders such as Lee Mostari, (T-Mobile UK ‘Head of Voice of the Customer’), Ashley Cook (Carphone Warehouse Business Operations Director), Professor John Murphy, Lisa Hulme-Vickerstaff and chaired by David Hicks, CEO of Mulberry Consulting answered audience questions. Topics included getting C-level buy-in for customer service programmes and improving customer centricity through incentivising employees.

A few pieces of text feedback we collected during the event included:

  • “Great Great sessions good practical insight into cust sat cust loyalty cust commitment . some good stats on customer retention mngt thought provoking on cust insight and analysis and use of verbatim”

  • Great session, particularly insights from John, Lisa & Natasha. Worth the 5am start so far -  I’m a 4 ,  likely heading to 5 post -  lunch !  Thanks ,  Colin

  • “ A well thought out event , extremely relevant and useful, with some valuable insight and case study info to take away“

  • “Great stuff .  Worth fighting through the snow for a valuable morning .  Andy”

Video content of the event is available online. Please contact Mike Cooper on [email protected] for the link.

About Fizzback

The Fizzback Group are innovators in customer engagement.  Founded in 2004, the award winning Fizzback solution helps companies to listen, respond and act in real-time to their customers’ comments.  Feedback captured at the point of experience is analysed automatically using a unique artificial intelligence engine, driving relevant responses, prompting company action and providing powerful insight into the voice of a previously silent majority.  Fizzback enables businesses to derive true economic benefits by increasing customer lifetime value and positive word-of-mouth.
The Fizzback Group is backed by Advent Venture Partners and Nauta Capital.