Learn the tactical applications in VOC research that will extract the most actionable insights.
Join Strategex on Tuesday, May 21st, 2019 at 10am-11am, Central for an in-demand webinar presentation, Voice of the Customer: Best Practices for B2B Companies. Registration is free.
Strategex leaders, Tom Taber and Kay Cruse will deliver their one-hour educational session that provides attendees with the fundamentals of Voice of the Customer (VOC) research. Attendees will learn the tactical applications in VOC research that will extract the most actionable insights.
Discover how a well-designed and executed Voice of the Customer initiative can provide executive teams with the insights and actions needed to increase revenue, increase customer satisfaction, and improve the overall customer experience.
Topics to be covered will include:
- Effective approaches for conducting VOC research: 5 best practices for VOC design
- Key questions that uncover candid and unbiased assessments of your performance
- Tips for discovering sensitive information on your competitors
- From insights to action: How to design an effective customer engagement and improvement strategy based on customer feedback
- Using VOC to uncover unmet needs and areas of future growth and opportunity
About the Speakers:
Tom Taber, Managing Director | VOC Practice Leader
Tom Taber is Managing Director and VOC Practice Leader at Strategex, Inc., a global market research consulting firm specializing in B2B customer loyalty studies and M&A customer due diligence.
During his 15+ years with Strategex, Tom has consulted with more than 200 mid-tier to Fortune 500 corporations across four continents. He focuses on developing growth strategies to improve customer relationships, uncovering opportunities for new product and service innovations, and leading M&A customer due diligence efforts.
Prior to joining Strategex in 2004, Tom held senior roles at Pactiv Corporation and Sears Roebuck. He began his career as a strategy consultant at Bain and Company. Tom received a BA in economics from Tufts University and holds an MBA from Northwestern University – Kellogg School of Business.
Kay Cruse, Vice President
Kay Cruse is a seasoned veteran of customer research, strategic planning and brand development. With over 25 years of experience, Kay Cruse serves as Vice President of Voice of the Customer (VOC) Strategic Practice at Strategex, Inc. She champions client success by focusing on business strategy and maximizing their ROI.
A proven leader, Kay specializes in Customer Experience insights, prioritizing strategic opportunities, and tactical implementation. She leads Strategex’s engagements in Customer Due Diligence where she employs VOC techniques to mitigate risk and to develop strategic post-close roadmaps.
Kay leverages her extensive history in the manufacturing, business and financial services, and private equity industries. Her experience includes The Prescient Group, a B2B and B2C market research firm which she founded and led for over two decades.