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Measuring Customer Satisfaction Globally
Description:
If there was one thing you could do in your business to predict customer behavior and forecast revenue would you do it? Of course you would. Customer satisfaction, when measured objectively and accurately, is the best leading indicator of a customer's loyalty and continued or new purchase. Customer satisfaction is not only a measure of how your product or services perform but also a measurement of how that performance stacks up against the customer requirements and expectations. In today's global economy localization and translation become necessary to gain an understanding of that customer perception which should drive your business decisions.
We will highlight customer satisfaction measurement and the ways localization must be integrated to gather information valid for management decision making. We will also present examples of customer surveys and nuances which can arise when collecting satisfaction data from multiple cultures.
This Webinar, co-hosted by Liesl Leary, Sr. Localization Strategist at ENLASO, and Brooke Watts, Senior Manager International Corporate Account Management, targets marketing managers, communication managers, localization project managers, product managers, and other individuals interested in learning on how to objectively and accurately measure customer satisfaction.
About the presenters:
Brooke Watts, Senior Manager International Corporate Account Management, has assisted  numerous companies for the past five years deploying customer experience management programs in all shapes and sizes. During this time Brooke has collected and helped to analyze data from all parts of the world and has extensive knowledge in the challenges of localization in this field. In her current role at LinkedIn (www.linkedin.com), Brooke is responsible for the implementation of international customer relationships and ensuring all customers are recommending LinkedIn in whatever language they may speak.
Brooke currently holds a Board of Directors position with The Junior League of Palo Alto Mid-Peninsula where she also deals with bi-lingual support of clients. She is a University of Oklahoma graduate, an avid college football fan and dedicated community volunteer.
Liesl Leary, Sr. Localization Strategist at ENLASO, has worked extensively in business process  redesign and corporate best practice research for over 6 years. At ENLASO she has spearheaded account teams who have designed enterprise localization processes that involve multiple departments from the ground up, leading to increased efficiencies and innovative solutions with low cost of ownership.
Besides speaking six languages, Liesl holds a B.A. in International East Asian Studies from Kalamazoo College.
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