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Leading Businesses Focus on Employees to Realize Customer Experience Success
Confirmit voice of the customer survey highlights the role of organizational culture in creating competitive differentiation.
Posted Dec 15, 2010
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Confirmit, a software vendor for customer feedback, employee feedback, and market research, has revealed that leading enterprises are celebrating and rewarding their best employees to create industry-leading customer experiences.

The survey results were revealed at a networking event hosted by Confirmit in London on December 3. The event brought together customer experience professionals from across the United Kingdom. More than  300 customer-focused specialists in large organizations across Europe completed the survey and identified organizational culture as a key driver of customer satisfaction, and a focus for driving success in 2011.

“The survey shows us that businesses are starting to understand the importance of employee engagement and a customer-focused culture in delivering outstanding customer experiences," said Gary Schwartz, senior vice president of marketing at Confirmit. " This is in line with Confirmit’s approach to Voice of the Customer programs which encourages businesses to include their employees at every stage of the customer experience and feedback process.”

In answer to a question regarding top business goals for 2011, most respondents selected “Making the company culture more customer-centric” and “Celebrating and rewarding employees that exemplify our core values.” The survey showed that this focus was strong across a range of industries, including telecoms, business services, and financial services industries.”

Schwartz summarizes: “The findings of this survey also show that 85 percent of businesses expect to have the same or larger budgets for voice of the customer programs in 2011 than they had in 2010. This clearly demonstrates the value that organizations expect to gain from building a systematic approach to Customer Experience Management."

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