Loyalty 360 to host “Customer Experience Matters” — A Free Webinar Presented by Vovici


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December 7, 2009 (CINCINNATI, OH) — Loyalty 360, the Loyalty Marketer’s
Association, will host “Customer Experience Matters,” a free webinar
presented by Vovici, the pioneer of Enterprise Feedback Management. To
register, visit http://www.loyalty360.org/conferences_and_events/.

“Research has shown that more than half of companies surveyed believe
positive customer experience is a key differentiator and competitive edge,
viewing it as important as quality, service and staff capabilities for
maintaining a loyal customer base,” says Jeffrey Henning, Founder and VP of
Strategy at Vovici. “All organizations will benefit from attending this
webinar, no matter how far they are on their journey to customer-experience

Henning and Brian Koma, VP of Research at Vovici, will discuss the actions
that generate the greatest payoff in increased customer loyalty, including:

* The 24 best practices used by organizations to improve CEM
* A measure of customer loyalty that includes repeat business,
recommendations and increased share of wallet
* Which customer-experience actions most closely correlate with
greater customer loyalty
* The top seven best practices your organization should make immediate

In summer, 2009, Vovici completed a landmark research study of 200
professionals to identify the attitudes of organizations towards Customer
Experience Management (CEM). The results were eye-opening: 55% of
respondents say that customer experience is a core differentiator that
distinguishes their business from others in their market. In fact, overall
interest in improving customer experience has risen dramatically, increasing
from 47% of organizations stating that CEM was very important to them in
2008 to 63% in 2009.

The live webcast will be held Thursday, December 10, from 10-11 AM PST/1-2PM
EST. Details and registration information can be found on the Loyalty 360
website at http://www.loyalty360.org/conferences_and_events/

“Customer Experience Matters” is part of an ongoing series of webinars
powered by Loyalty 360, the Loyalty Marketer’s Association. Visit
http://www.loyalty360.org/conferences_and_events/ for more information
about the series and a schedule of upcoming webinars.


About Your Presenters:
Jeffrey Henning, Founder & VP, Strategy
A co-founder of Perseus Development Corp. and a pioneer in the feedback
industry, Jeffrey Henning brings a unique depth of experience in driving
continuing innovation at Vovici. Henning has 21 years of experience in the
market research industry with roles including market research consultant,
analyst and writer to complement his time as a software developer for
in-house projects and commercial software.

While at Perseus, Henning developed SurveySolutionsR for the Web, which won
the PC Magazine Editors’ Choice Award for web-survey software. He was also
named a Visual Basic Programmer’s Journal “Basic Hero” in 1999. In 2004, he
led the marketing and software development teams that pioneered and named
the concept of Enterprise Feedback Management. Prior to co-founding Perseus,
Henning worked with BIS Strategic Decisions (now part of Forrester Research)
in the U.S. and in Europe managing survey-research projects for high-tech
leaders of the Fortune 1000. Henning was formerly a columnist with
Computerworld magazine. He writes regularly on the Vovici blog
and is the author of the eBook, Survey Software
Success .

Brian Koma, VP, Research
Brian Koma is an accomplished research professional with deep domain
knowledge of quantitative and qualitative research and technologies. He has
pioneered new approaches that have enabled some of the world’s largest
companies to improve customer loyalty and responsiveness through the
innovative use of online feedback and social media. He is a frequent
contributor to Vovici’s blog, and shares best practices with professionals
across the industry through speaking engagements, white papers and web

An entrepreneur by background, Brian joined the company when Vovici acquired
the market research firm he founded and operated for 10 years, Stratagem
Marketing. Before Stratagem, Brian led the global marketing activities for
Legent Corporation’s Enterprise Systems Management division, where he used
innovative market research techniques to reposition more than 80 software
products. He has also held management positions at The Genix Group and

About Vovici

The premiere feedback application for businesses, Vovici offers a
coordinated approach to engage, listen to and act on customer feedback.
Vovici securely captures actionable insights from across the business to
maximize customer engagement, drive unmatched customer loyalty, and
significantly increase revenues.

Its comprehensive survey software, panel management, advanced reporting,
sentiment monitoring and online community solutions are used to effectively
capture, analyze, and act on feedback from across the businesses.
Organizations worldwide, including more than half of the Fortune 500, rely
on Vovici’s 15 years of experience to gather feedback on customer
satisfaction, perform market research and gauge employee satisfaction.

About Loyalty 360

Loyalty 360 – The Loyalty Marketer’s Association (www.loyalty360.org
) is the only organization that addresses the
full spectrum of both customer and employee loyalty issues. An unbiased,
market driven clearinghouse and think-tank for loyalty and engagement
opportunities, insights, and responses, Loyalty 360 is the source business
leaders trust for industry metrics, market driven research, actionable case
studies, and networking opportunities.

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