Jeffrey Henning (jhenning@vovici.com) is a founder of Vovici, an enterprise feedback management and a provider of voice-of-the-customer software solutions and services. He began his career as a market researcher and industry analyst with BIS Strategic Decisions (now part of Forrester Research). He is the author of the ebooks Survey Software Success and The Customer Satisfaction Survey: Measuring the Customer Experience to Build Customer Loyalty. He blogs regularly about customer experience issues at http://blog.vovici.com/.