CAMBRIDGE, Mass., Jun 29, 2010 (BUSINESS WIRE) --
American Express, CDW, and Dell are the winners of the 2010 Forrester
Research (Nasdaq: FORR) Voice Of The Customer Awards, announced
today at Forrester's Customer
Experience Forum 2010. The Voice Of The Customer Awards recognize
initiatives that enable companies to dramatically improve how they
collect, interpret, and react to customer feedback. Close to 900 people
attended the New York event, which was targeted at Customer Experience
"The quality of this year's nominees is evidence that voice of the
customer programs are advancing rapidly," said Harley
Manning, vice president, research director, Forrester Research. "The
best VoC programs demonstrate that executive involvement, measurement,
and insights that are tied directly to action are critical to customer
Nearly 40 companies representing leading brands in financial services,
healthcare, retail, technology, and travel submitted entries to this
year's Voice Of The Customer Awards. Winners were judged across five
categories: clarity of approach, business value to the organization,
positive impact on customer experience, innovation, and potential for
other companies to repeat the practice.
American Express. The global servicing firm won for its
significant focus on employee engagement. The "Relationship Care"
servicing ethos centers on the idea that every customer interaction is
not just a transaction but an opportunity to deepen the relationship and
drive customer loyalty. Results include a double-digit increase in
"Recommend to a Friend" scores when this approach is used, as well as
the highest customer satisfaction rankings among credit card companies
by J.D. Power and Associates for the past three years
"At American Express we know great service doesn't come down to what we
think about our performance internally, it's all about what the customer
thinks after every interaction," said Jim Bush, executive vice president
of world service. "Actively listening to and connecting with our
customers is an integral aspect of our business, and we are honored
Forrester has recognized our efforts."
CDW. The technology solutions provider won for its closed-loop
listening process. CDW surveys thousands of its customers annually and
creates "hot alerts" to immediately follow up with customers based on
their responses. One type of alert notifies salespeople of opportunities
to enrich existing client relationships, which drove millions of dollars
in additional revenue for the company in 2009.
"At CDW we focus on understanding and meeting the needs of our
customers, the IT professionals who face new challenges in their efforts
to elevate the value of IT in their organizations," said Thomas E.
Richards, president and chief operating officer, CDW. "This award
signifies our dedication to listening and learning from our customers in
order to help IT professionals make the most of technology to drive the
success of their organizations."
Dell. The technology manufacturer won for its significant focus
on employee and customer collaboration. Dell's IdeaStorm and
EmployeeStorm forums let customers and employees share ideas for new
products. The firm also uses customer ratings and reviews to drive
product enhancements and challenges engineers to earn average ratings of
4.5/5 stars for new products. These efforts have generated thousands of
ideas, 400 of which have already been implemented.
"Forrester's recognition underscores Dell's overarching commitment to
customers," said Gary Fox, Dell director global customer experience.
"Customers are at the core of our existence. Their feedback and our
ongoing conversations help us achieve our company's purpose -- to deliver
technology solutions that enable people everywhere to grow and thrive.
We are thrilled Forrester has chosen to recognize the intimacy Dell
shares with the people we serve and humbled to be included among a group
of companies known for such strong customer advocacy."
Forrester's Customer Experience Forum 2010
Nearly 900 people attended Forrester's Customer
Experience Forum 2010 in New York. New research presented at the
Forum illustrated the strategic differences between companies that
scored well -- and companies that fared poorly -- in Forrester's annual
Customer Experience Index. According to the Forrester report "How
Companies Improve Their Customer Experience Index Scores," high-ranking
companies demonstrate an enterprise-level perspective that includes
executive support, a strong level of financial investment, and a
commitment to cross-channel initiatives. Customer Experience
professionals can use the data and analysis in the report to manage and
improve their overall customer perception.
Industry leaders who spoke at the Event included:
Janice W. Brown, Manager, Channel Strategy and Orchestration, FedEx
Kathleen Cattrall, Vice President, Branded Customer Experience, Time
John Costello, Chief Global Customer & Marketing Officer, Dunkin'
Dan Hesse, Chief Executive Officer, Sprint Nextel
Neff Hudson, Assistant Vice President, Enterprise Member Experience,
Patty VanLammeren, Vice President, Chief Customer Experience Officer,
Sabrina Wiewel, Chief Tax Network Officer, H&R Block
Attendees took part in more than 300 one-on-one sessions with Forrester
analysts, peer networking, and a technology showcase where 29 sponsors --
including platinum sponsor Acxiom and gold sponsors Autonomy, Cynergy,
EffectiveUI, LivePerson, Molecular, and SapientNitro -- shared their
Members of Forrester's Marketing & Strategy Leadership Boards, including
members of the Customer Experience Council, took part in peer networking
events. More information on Forrester Leadership Boards is available at: www.forrester.com/LeadershipBoards.
About Forrester Research
Forrester Research, Inc. (Nasdaq: FORR) is an independent research
company that provides pragmatic and forward-thinking advice to global
leaders in business and technology. Forrester works with professionals
in 19 key roles at major companies providing proprietary research,
customer insight, consulting, events, and peer-to-peer executive
programs. For more than 26 years, Forrester has been making IT,
marketing, and technology industry leaders successful every day. For
more information, visit www.forrester.com.
© 2010, Forrester Research, Inc. All rights reserved. Forrester is a
trademark of Forrester Research, Inc.
SOURCE: Forrester Research, Inc.
Forrester Research, Inc.
Simone Levien, 617-613-6387
Public Relations Associate