HERNDON, Va.-( Business Wire )-
Vovici™, a Verint® Systems (NASDAQ: VRNT) company and leading provider of Voice of the Customer and enterprise feedback management solutions, today announced the results from its newly published Voice of the Customer (VoC) survey, “Don’t Be in the 4%: New Research Reveals That 96% of Companies are Leveraging the VoC to Improve Business Performance.”
From December 5-11, 2011, in collaboration with customer strategy consultancy Peppers & Rogers Group and 1to1 Media®, Vovici conducted an online survey to gauge the current state of Voice of the Customer initiatives. More than 80 global companies with VoC programs took part, among them education departments, not-for-profit entertainment centers, telecoms and home security firms.
Survey Results to Be Profiled During Upcoming Webinar
Key findings from the survey, along with anecdotal stories from survey respondents and recommendations for creating a winning VoC strategy, will be highlighted during a complimentary 1to1 Media® webinar on Wednesday, February 22 at 1 pm ET. Please click here to save the date and register for “Don’t be in the 4%: Most Companies Are Using the VoC to Drive Change. Are You?”
During the online event, expert panelists—including Don Peppers, founding partner of Peppers & Rogers Group, Ginger Conlon from 1to1® Media and Dave Capuano from Vovici—will examine the primary elements of harnessing the Voice of the Customer as a profitable business practice that drives customer-centric change. They’ll also discuss the survey findings, which reveal how organizations are tackling VoC challenges and devising innovative approaches that help capture customer loyalty and boost revenue.
Key Findings and Considerations
From business applications and metrics to data collection and analysis, the survey findings reveal that organizations hailing from a wide range of industries and company sizes are catching on to the value of the Voice of the Customer.
The top applications for VoC in an organization come as little surprise to Nancy Porte, Vovici’s vice president of customer experience. “We’re living in a time when competitors can quickly figure out your pricing, how you’re marketing your products, even how you’re building your products. Companies can imitate these things very quickly,” Porte says. “But it’s impossible to imitate a great customer experience.”
“There are plenty of businesses out there that can quantify the value of their VoC programs as it relates to impact on revenue and shareholder value,” says Dave Capuano, vice president of marketing, Vovici. “A good starting point is for organizations to decide on the metrics they’re going to measure and the value they present to the organization, as well as to understand whether the business requires hard ROI versus soft ROI as a mechanism to justify funding and program expenditures.”
The conclusion of the research shows that as long as companies aim to enhance the customer experience, improve customer loyalty and increase profitability, the VoC will always fill a mission-critical role. Many companies are finding new and innovative ways to foster a truly customer-centric culture—one that uses VoC insight to make customer-driven improvements throughout their organizations and improve business performance as a result.
“People are amazing at collecting data, but they’re often less skilled at creating insights out of it and spreading them throughout the whole organization,” adds Vovici’s Porte. “Data is great, but it rarely means anything unless you’ve figured out exactly what that data is saying and what you’re going to do about it.”
Vovici™, a Verint® Systems company, is the leading provider of intelligent online survey management and feedback solutions. Powerful, scalable and easy to use, Vovici’s solutions help companies engage customers, employees and partners to increase loyalty, facilitate innovation, and influence critical business decisions. More than a thousand organizations worldwide, including more than half of the Fortune 500, rely on Vovici to turn information into action. Visit www.vovici.com for more information.
About Verint Systems Inc.
Verint® (NASDAQ: VRNT) is the global leader in Actionable Intelligence® solutions and value-added services. Its extensive portfolio of Enterprise Intelligence Solutions™ and Security Intelligence Solutions™ helps worldwide organizations capture and analyze complex, underused information sources—such as voice, video and unstructured text—to enable more timely, effective decisions. More than 10,000 organizations in 150 countries, including over 85 percent of the Fortune 100, use Verint solutions to improve enterprise performance and make the world a safer place. Headquartered in N.Y. and a member of the Russell 3000 Index, Verint has offices worldwide and an extensive global partner network. Learn more at www.verint.com.
This press release contains forward-looking statements, including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management’s expectations that involve a number of risks and uncertainties, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the year ended January 31, 2011 and our Quarterly Report on Form 10-Q for the quarter ended October 31, 2011. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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