Every interaction your contact center has with your customers -- through every channel, including social media -- is an opportunity for you to collect valuable feedback. What your customers tell you about their experience can help you optimize your operation. Are you listening? And what are you doing to act on this valuable intelligence?
Join ICMI's Macklin Martin as he shares how leading organizations win with customer feedback and gives valuable insight on customer feedback programs, such as:
- Why you should be listening
- How to Listen
- How to leverage multiple channels, including social media, for a robust customer feedback program
Don't miss this opportunity to…
- Increase customer loyalty
- Grow your organization's share of the customer wallet
- Improve your contact center operations
Presenters
Macklin Martin, Director of Consulting, ICMI
Macklin is Director of ICMI Consulting. As a contact center leader with 17 years of contact center industry experience and more than 10 years of consulting experience he has helped drive exceptional customer experiences across the travel, telecommunications and automotive verticals. Drawing on years of experience as an award-winning contact center manager, director and vice-president, Macklin’s recent work with ICMI has focused on defining winning strategies for customer growth, operational excellence and outsourcing.
Characterized by his solution-oriented approach Macklin, integrates people, process and technology into intelligent customer systems that adapt to customer needs across touch-points. Macklin’s clients have included the US Department of Census, Toyota, AT&T, AARP and Weight Watchers.
Greg Marek, Sr. Director, Corporate Marketing, MarketTools, Inc.
Greg is the leader in software and services for enterprise feedback management (EFM) and market research. He has more than 20 years of experience in product marketing, product management and corporate marketing at both consumer and enterprise technology companies. Before joining MarketTools, he held senior marketing roles at Oracle, Intuit, and Citrix Systems. Greg holds a B.A.S. degree, with distinction, from Stanford University.
