How do the best companies create loyal customers in a global downturn? Of all the customer experience programs that organizations have implemented, which are most effective at driving customer loyalty? The Customer Experience IQ (CEIQ) study, conducted jointly by Vovici, the global leader in enterprise feedback management and CGA, a leading UK-based customer experience consultancy, pinpoints the most effective elements of customer experience programs.

Derived from quantitative data obtained through an online survey conducted among more than 200 companies around the globe, the Customer Experience IQ (CEIQ) report identifies the six secrets of highly effective customer experience programs that every company can use to create true customer loyalty and answers these important questions:

• What are the key elements of the most successful customer experience programs?
• What role does CRM technology play in successful feedback efforts?
• How do you engage customers in a Web 2.0 world of tweeting, texting and friending?
• How do you ensure coordination of efforts throughout the enterprise?
• The new role that customers demand to play in today’s economy

Whether you've already implemented a Voice of the Customer (VOC) or Customer Experience program -- or are just thinking about it -- the elements uncovered in the CEIQ study can help you dramatically enhance the effectiveness of your customer loyalty programs.