The Right Sized Survey

MaritzCX

The average marketing manager should be able to put together a good survey. However, somehow this is not happening as often as one would expect. This article offers insights on how to make this process easier

Survey 200

The Right Sized Survey

MaritzCX

The average marketing manager should be able to put together a good survey. However, somehow this is not happening as often as one would expect. This article offers insights on how to make this process easier

Survey 200
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The Right Sized Survey

MaritzCX

The average marketing manager should be able to put together a good survey. However, somehow this is not happening as often as one would expect. This article offers insights on how to make this process easier

Survey 200

Fostering Good Customer Relations on the Front Line

MaritzCX

Customer loyalty is built on customer relations. The front desk clerk, the counter clerk or even the security guards can make or break your business based on the impression they leave with customers. Whether you are in a service-oriented business, manufacturing, education or the health care field, your goal is to make that first impression. View Article

Fostering Good Customer Relations on the Front Line

MaritzCX

Customer loyalty is built on customer relations. The front desk clerk, the counter clerk or even the security guards can make or break your business based on the impression they leave with customers. Whether you are in a service-oriented business, manufacturing, education or the health care field, your goal is to make that first impression. View Article

Fostering Good Customer Relations on the Front Line

MaritzCX

Customer loyalty is built on customer relations. The front desk clerk, the counter clerk or even the security guards can make or break your business based on the impression they leave with customers. Whether you are in a service-oriented business, manufacturing, education or the health care field, your goal is to make that first impression. View Article

The Basics: Customer Surveys

MaritzCX

If your company would like to know the needs and desires of its customers, then conducting a customer survey is one of the best tools to use. Here are 3 areas of customer survey which are all essential for your company to know

Survey 200

The Basics: Customer Surveys

MaritzCX

If your company would like to know the needs and desires of its customers, then conducting a customer survey is one of the best tools to use. Here are 3 areas of customer survey which are all essential for your company to know

Survey 200

Customer Satisfaction Index (ACSI). What is it?

MaritzCX

One way to benchmark the level of satisfaction of your customers is through a customer satisfaction index. One of the leading customer satisfaction indexes in the world is the American Customer Satisfaction Index (ACSI). The ACSI helps determine how satisfied consumers in the US are, so that consumer behavior can be understood. ACSI personnel question. View Article

Customer Satisfaction Index (ACSI). What is it?

MaritzCX

One way to benchmark the level of satisfaction of your customers is through a customer satisfaction index. One of the leading customer satisfaction indexes in the world is the American Customer Satisfaction Index (ACSI). The ACSI helps determine how satisfied consumers in the US are, so that consumer behavior can be understood. ACSI personnel question. View Article

Customer Satisfaction Index (ACSI). What is it?

MaritzCX

One way to benchmark the level of satisfaction of your customers is through a customer satisfaction index. One of the leading customer satisfaction indexes in the world is the American Customer Satisfaction Index (ACSI). The ACSI helps determine how satisfied consumers in the US are, so that consumer behavior can be understood. ACSI personnel question. View Article

The Right CRM & EFM Software – Key to Your Success

MaritzCX

Keeping tabs on customer information is an important piece of your company's operations. As such, Enterprise feedback management (EFM) and Customer Relationship Management (CRM) solutions are equally important to the success of your company. And this article explains why

The Right CRM & EFM Software – Key to Your Success

MaritzCX

Keeping tabs on customer information is an important piece of your company's operations. As such, Enterprise feedback management (EFM) and Customer Relationship Management (CRM) solutions are equally important to the success of your company. And this article explains why

The Right CRM & EFM Software – Key to Your Success

MaritzCX

Keeping tabs on customer information is an important piece of your company's operations. As such, Enterprise feedback management (EFM) and Customer Relationship Management (CRM) solutions are equally important to the success of your company. And this article explains why

What you need to know when using an estate agent

Helen Dewdney

The Consumers, Estate Agents and Redress Act, 2007 requires all estate agents in the UK to register with an Estate Agents Redress Scheme which can investigate complaints from members of the public. Complaints Uncategorized 2007 consumers Enterprise and Regulatory Reform Act 2013 estate agents Estate Agents and Redress Act Estate Agents Redress Scheme Property code of practice property ombudsman

How to protect yourself when using an estate agent

Helen Dewdney

The Consumers, Estate Agents and Redress Act, 2007 requires all estate agents in the UK to register with an Estate Agents Redress Scheme which can investigate complaints from members of the public. Consumers Estate Agents and Redress Act 2007 and Estate Agents Act 1979. Buying. False or misleading descriptions about properties are an offence under the Property Misdescriptions Act 1991.

My Manifesto: Experience Matters

Experience Matters

In September 2007 I published my initial manifesto: Great Customer Experience Is Free. It seems appropriate for my new manifesto to take on the name of this blog, which I started in June 2007. I still fully believe in the elements of that post. After 12 years, however, it’s time for an update. So I’m introducing a new manifesto: Experience Matters.

My Manifesto: Experience Matters

Experience Matters

In September 2007 I published my initial manifesto: Great Customer Experience Is Free. It seems appropriate for my new manifesto to take on the name of this blog, which I started in June 2007. I still fully believe in the elements of that post. After 12 years, however, it’s time for an update. So I’m introducing a new manifesto: Experience Matters.

Course 148

Talk to the Hand: New Approaches in Web Survey Design

MaritzCX

June 29, 2007 changed the CX industry. Any guess as to the product introduced a little over 10 years ago that has had a profound impact on not only the research industry, but human behavior overall? If you need a hint, there is a good chance it may have woken you up this morning. View Article. General

Survey 200

What Halloween Has Taught Me About Customer Experience

MaritzCX

Halloween night 2007 was the perfect Halloween. I was old enough to go trick or treating without an adult, but young enough to not have my neighbors wonder why I was still asking for candy. My younger siblings were in bed being too little to join in on the candy collecting festivities of the evening. View Article. General

What Halloween Has Taught Me About Customer Experience

MaritzCX

Halloween night 2007 was the perfect Halloween. I was old enough to go trick or treating without an adult, but young enough to not have my neighbors wonder why I was still asking for candy. My younger siblings were in bed being too little to join in on the candy collecting festivities of the evening. View Article

Talk to the Hand: New Approaches in Web Survey Design

MaritzCX

June 29, 2007 changed the CX industry. Any guess as to the product introduced a little over 10 years ago that has had a profound impact on not only the research industry, but human behavior overall? If you need a hint, there is a good chance it may have woken you up this morning. View Article

Survey 140

Why Should Your Bank Improve CX? $12.5m in Acquisition from Referrals (Part 2 of 3)

MaritzCX

Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. This is the second in a series of posts in which I share tidbits of insight to help practitioners make the business case for improvement. I shared the details of the retention increase in my last post.

Why Should Your Bank Improve CX? $12.5m in Acquisition from Referrals (Part 2 of 3)

MaritzCX

Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. This is the second in a series of posts in which I share tidbits of insight to help practitioners make the business case for improvement. I shared the details of the retention increase in my last post. Here are similar details for referral-based acquisition

Why Should Your Bank Improve CX? $12.5m in Acquisition from Referrals (Part 2 of 3)

MaritzCX

Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. This is the second in a series of posts in which I share tidbits of insight to help practitioners make the business case for improvement. I shared the details of the retention increase in my last post. Here are similar details for referral-based acquisition

Designing a Great Customer Experience Strategy

MaritzCX

Apple founder Steve Jobs said when announcing the iPhone in 2007, “Every once in awhile a revolutionary product comes along that changes everything.” However, the product is only part of the story. Revolutionary products such as the iPhone flourish by providing a fantastic customer experience. It’s the product, the in-store experience, the applications, the customer service, the whole ecosystem.

Designing a Great Customer Experience Strategy

MaritzCX

Apple founder Steve Jobs said when announcing the iPhone in 2007, “Every once in awhile a revolutionary product comes along that changes everything.” However, the product is only part of the story. Revolutionary products such as the iPhone flourish by providing a fantastic customer experience. It’s the product, the in-store experience, the applications, the customer service, the whole ecosystem.

Designing a Great Customer Experience Strategy

MaritzCX

Apple founder Steve Jobs said when announcing the iPhone in 2007, “Every once in awhile a revolutionary product comes along that changes everything.” However, the product is only part of the story. Revolutionary products such as the iPhone flourish by providing a fantastic customer experience. It’s the product, the in-store experience, the applications, the customer service, the whole ecosystem.

3 Events Paved The Path For The Customer Experience Discipline

Kerry Bodine

August 2007: Chris Messina invented the hashtag. The world caught its first glimpses of the iPhone at the January 2007 Macworld convention — and happily stood in line to buy them in June of that year. But the confluence of NPS, social media, and the iPhone has me peg the stirrings of interest in CX as a true discipline somewhere around 2006 or 2007. I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place.

3 Events Paved The Path For The Customer Experience Discipline

Kerry Bodine

August 2007: Chris Messina invented the hashtag. The world caught its first glimpses of the iPhone at the January 2007 Macworld convention — and happily stood in line to buy them in June of that year. But the confluence of NPS, social media, and the iPhone has me peg the stirrings of interest in CX as a true discipline somewhere around 2006 or 2007. I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place.

Ask Abby Nicely #3: How Do You Calculate Your NPS Score?

AskNicely

If you read my last blog post , you’ll know that 2007 was a big year for me — from the infamous solar hot dog cooker to having to parallel park for the first time (more on that later). Then one night in 2007, it happened. Hopefully, you have a better grasp on what makes a good Net Promoter Score. . Now I want to tackle another all-too-common question: How do you calculate your Net Promoter Score? .

NPS 150

A Small Victory For Securing The US Bulk Power System

Forrester's Customer Insights

As early as 2007, researchers demonstrated how digitization of power systems introduces vulnerabilities that can cause physical damage. It is long overdue to secure the United States’ bulk power system supply chain. In 2015, intruders, likely sponsored or directed by the Russian government and known colloquially by the name Sandworm, breached multiple Ukrainian electric utilities and shut off power for hundreds of thousands of […].

Who Tweeted It First: Customer Success Edition

Amity

— Jan Poston Day (@jpostonday) November 2, 2007. — eBusiness Services (@ebusiness) April 17, 2007. — ZDNet (@ZDNet) November 28, 2007. — Chris Abraham (@chrisabraham) March 3, 2007. — muckdog (@muckdog) May 29, 2007. — EyesOnSales (@EyesOnSales) June 28, 2007. " — Peter Merholz (@peterme) March 24, 2007. — Denise Wymore (@denisewymore) May 22, 2007. — john (@jpapa) January 30, 2007.

The Future Of Enterprise Computing: It’s Time To Develop A Long-Term Vision Of Devices And Apps

Forrester's Customer Insights

In 2007, Forrester predicted that the device market would fragment beyond its traditional desktop and laptop confines. Computing has changed drastically over the past decade. In our report, “The Future Of Enterprise Computing,” we discuss these major changes and examine how computing will evolve in the next 5-10 years. Not only did that prediction come […]. enterprise mobile devices workforce enablement employee experience

Why Should Your Bank Improve CX? $14m in Retained Revenue (Part 1 of 3)

MaritzCX

Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. Now I thought I'd share some tidbits publicly. Look out for a series of related posts over the coming weeks. To begin, let's consider the state of banking CX at a high level.

Why Should Your Bank Improve CX? $14m in Retained Revenue (Part 1 of 3)

MaritzCX

Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. Now I thought I'd share some tidbits publicly. Look out for a series of related posts over the coming weeks. To begin, let's consider the state of banking CX at a high level.

Why Should Your Bank Improve CX? $14m in Retained Revenue (Part 1 of 3)

MaritzCX

Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. Now I thought I'd share some tidbits publicly. Look out for a series of related posts over the coming weeks. To begin, let's consider the state of banking CX at a high level.