This year’s Best Practices Conference took a cue from the clouds above and let the information rain down. Tent-poled by three amazing keynotes and a full slate of breakout sessions, presentation topics covered social VoC, change management, VoC principles, text analytics, accelerated insights, and a variety of experience-mapping techniques.
Read the highlights below:
I joined with Mindshare President, Lonnie Mayne, to kick off the annual event. Together, we proudly outlined the sharp new vision of VoC by introducing the new Mindshare Mission Statement and VoC Maturity Model. With that, Mindshare Chief Product Officer Kurt Williams delivered his annual peek into the VoC future.
THE MINDSHARE MISSION
Mindshare provides simple and elegant solutions to measure and improve the customer experience—and accelerate the speed to insight.
THE MINDSHARE VOC MATURITY MODEL
The Mindshare VoC Maturity Model measures your VoC program against the highest industry standards and provides personalized recommendations for doing more with your customer feedback. Any VoC practitioner can quickly assess their program and identify opportunities to grow by visiting VoCMaturityModel.com and filling out our diagnostic questionnaire.
LOOKING AHEAD: THE EVOLUTION OF VOC
“Big Data” and “text analytics” have long been the buzzwords of VoC evolution. Kurt took these old standbys and presented a future defined more by its intelligent collection of data than the size of its databases. Amidst tales from his own sensor-laden home, Kurt rolled out a live demo from Mindshare’s VoC laboratory, which, even in its nascent state, stole the show. The future is coming.
We flew in a dream team of specialists—the analyst, the psychologist, and the rhythmist—to deliver a solid mix of industry expertise, behavioral insight, and self-realization for our receptive guests. We can’t take credit for their brilliance, but they sure made us look good.
Forrester Analyst Kerry Bodine drew from her book Outside In to reframe to way we view our “customer experience ecosystem.” Her research on America’s top-performing companies powerfully illustrated the importance of staying on the right side of the green line when it comes to customer satisfaction.
For the second year in a row, Shawn entertained and inspired us with his research on the psychology of positivity. We were honored to be one of the first stops on his tour—just days after the release of his newest book, Before Happiness.
Drum Cafe unleashed the collective pulse of the conference. It was powerful and—to everyone’s credit—mostly in sync.
RED SHOES AWARD & CONFERENCE CLOSE
Continuing in the Red Shoes tradition, Lonnie wrapped up another wonderful conference by honoring a service hero with a humble heart and an important story of service.
Thad Forester is the brother of Senior Airman Mark Forester, who was killed in combat on September 29, 2010 in Afghanistan while attempting to save a fallen comrade.
Since Mark’s passing, Thad has led the charge in sharing the story of his brother with the world. Thad’s book, My Brother in Arms: The Exceptional Life of Mark Andrew Forester, United States Air Force Combat Controller, was fueled largely by the remembrances of fellow soldiers from multiple branches of the military.
Every detail collected on Mark’s life and service reveals a Red Shoes individual who stood out to those he met by putting their lives above his own. For protecting and continuing that legacy, Thad Forester was brought on stage with his family and presented with this year’s Red Shoes Award.