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Support organizations focus very much on what needs to be done and how to do it. Our metrics and processes are built in a way to measure these specifically, including CSAT. However, are we driving the behaviors that truly increase CSAT and customer loyalty? How are these affecting our ability to truly become a differentiator with customers and contribute to renewing and expanding accounts? At Coveo, we took to time to define our purpose (WHY Statement) so that the entire team would be aligned and inspired by it. We then took the time to review our transactional surveys to adapt our questions to ensure that we would be measuring the areas we believed are aligned with our purpose statement. In this session, we'll go through our redesign process and preliminary results. We'll be interested to interact with you to compare how you are measuring CSAT and loyalty, and how it aligns with your purpose.
Sr. Director, Technical Support, Coveo
Publish Date: May 7, 2021
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.