Personalized feedback is the key to a successful customer experience program. Without meaningful feedback, it’s impossible to identify how satisfied customers are, the areas that need improvement, and what corrective actions must be taken. Simply put, generic feedback requests lead to generic feedback responses.

By leveraging personalization within a customer experience program, survey response rates will quickly increase and comments will be rich with insights. Ultimately, this will allow marketers to easily identify and remedy any problems that arise.

On April 9, 2015 at 1 p.m. EDT, Loyalty360 will host a webinar titled, “Time to Get Personal – Tips to Personalize Your Customer Journey,” which will be presented by ResponseTek.

In this webinar, attendees will learn: 

  • What personalization means in the context of a customer experience program
  • How personalization improves response rates and the quality of customer feedback
  • How a leading bank improved its response rates 48% in a featured case study


The featured webinar speaker will be Peter Oxley, Vice President of Global Marketing for ResponseTek, who is responsible for the marketing strategy that drives awareness and growth from his global leadership position in Customer Experience Management. He has helped dozens of Fortune-class companies in telecom, financial services, hospitality, retail, travel, and packaged goods harness the maximum lifetime value from customer relationships.

“A few years ago we introduced the concept of expectation matching,” said Erin Raese, President and COO of Loyalty360 – The Loyalty Marketers’ Association. “This means being exactly where a brand’s customers are, when they want, and delivering the right message. Personalization is the key to making this happen, and ultimately building consistently strong customer experiences. This webinar will share tools to personalize the entire customer journey.”

Marketers are invited to join Loyalty360 and ResponseTek on April 9, 2015 at 1 p.m. EDT to learn how to personalize their customer experience programs. To register for this webinar and for more information, visit:

About Loyalty360 
Loyalty360 is an unbiased, market driven, voice of the customer focused clearinghouse and think-tank that is committed to bringing loyalty to the forefront as a critical marketing strategy. A trusted source for cutting-edge research, best practices, and networking opportunities, Loyalty360 gives members the expert insights and guidance they need to better understand loyalty and develop programs that effectively engage their customers. For more information, visit

About ResponseTek 
ResponseTek is the global leader in customer experience management (CEM) software with clients in nearly 60 countries serviced by offices in North America, Europe, India and Australia. The ResponseTek Listening Platform™ collects and analyses feedback and sentiment in real-time from customers interacting with a company’s website, call centers, retail locations and social platforms. Based on customer feedback analysis, we provide concrete actions to both front-line and executives to improve the brand experience that leads to increa

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