Observations from BAI 2008: Banking, Innovation and the Current Leadership Gap

MaritzCX

There is a real sense of fear in the banking industry right now, and at the 2008 BAI Retail Delivery Conference and Expo, a conference at which we just exhibited last week, that fear was almost palpable. While in any other year the following statement would have encouraged prospective attendees to pay the registration fee. View Article

Observations from BAI 2008: Banking, Innovation and the Current Leadership Gap

MaritzCX

There is a real sense of fear in the banking industry right now, and at the 2008 BAI Retail Delivery Conference and Expo, a conference at which we just exhibited last week, that fear was almost palpable. While in any other year the following statement would have encouraged prospective attendees to pay the registration fee. View Article

Observations from BAI 2008: Banking, Innovation and the Current Leadership Gap

MaritzCX

There is a real sense of fear in the banking industry right now, and at the 2008 BAI Retail Delivery Conference and Expo, a conference at which we just exhibited last week, that fear was almost palpable. While in any other year the following statement would have encouraged prospective attendees to pay the registration fee. View Article

Software-as-a-Service Advantages in 2009

MaritzCX

I’ve been doing a lot of research lately on Software-as-a-Service (SaaS), and have come to the conclusion – given the current state of the economy which is forcing businesses to do more with less (e.g. collect more feedback and increase customer and employee loyalty; spend less on surveying, infrastructure and staff, and yet get the. View Article

Software-as-a-Service Advantages in 2009

MaritzCX

I’ve been doing a lot of research lately on Software-as-a-Service (SaaS), and have come to the conclusion – given the current state of the economy which is forcing businesses to do more with less (e.g. collect more feedback and increase customer and employee loyalty; spend less on surveying, infrastructure and staff, and yet get the. View Article

Software-as-a-Service Advantages in 2009

MaritzCX

I’ve been doing a lot of research lately on Software-as-a-Service (SaaS), and have come to the conclusion – given the current state of the economy which is forcing businesses to do more with less (e.g. collect more feedback and increase customer and employee loyalty; spend less on surveying, infrastructure and staff, and yet get the. View Article

First Impressions Matter (Part 2 in a Series on Email Survey Response Rates)

MaritzCX

Response rates to e-mail surveys can sometimes be low. Here are some tips for improving them

Tips 200

First Impressions Matter (Part 2 in a Series on Email Survey Response Rates)

MaritzCX

Response rates to e-mail surveys can sometimes be low. Here are some tips for improving them

Tips 200

Holding On to Customers During Tough Times

MaritzCX

In the current economy, there is a very real and growing concern about how to gain and to keep customers. In stressful times such as these, many companies tend to pull away from their customers, and may even cut back on 'satisfaction and loyalty' programs to try and improve their bottom line.

Holding On to Customers During Tough Times

MaritzCX

In the current economy, there is a very real and growing concern about how to gain and to keep customers. In stressful times such as these, many companies tend to pull away from their customers, and may even cut back on 'satisfaction and loyalty' programs to try and improve their bottom line.

Holding On to Customers During Tough Times

MaritzCX

In the current economy, there is a very real and growing concern about how to gain and to keep customers. In stressful times such as these, many companies tend to pull away from their customers, and may even cut back on 'satisfaction and loyalty' programs to try and improve their bottom line.

Survey Abandonment is like Death to a Researcher – Upshot: Put High-Abandonment Questions at the End

MaritzCX

Have you ever noticed that more people start your online surveys than finish them? It’s like they start clicking through the answers and then suddenly they have a heart attack and it’s curtains! What is happening to those hapless survey takers? Life insurance actuaries, the Census Bureau, and the Social Security Administration use a tool. View Article

Survey Abandonment is like Death to a Researcher – Upshot: Put High-Abandonment Questions at the End

MaritzCX

Have you ever noticed that more people start your online surveys than finish them? It’s like they start clicking through the answers and then suddenly they have a heart attack and it’s curtains! What is happening to those hapless survey takers? Life insurance actuaries, the Census Bureau, and the Social Security Administration use a tool. View Article

Survey Abandonment is like Death to a Researcher – Upshot: Put High-Abandonment Questions at the End

MaritzCX

Have you ever noticed that more people start your online surveys than finish them? It’s like they start clicking through the answers and then suddenly they have a heart attack and it’s curtains! What is happening to those hapless survey takers? Life insurance actuaries, the Census Bureau, and the Social Security Administration use a tool. View Article

Uncovering Revenue and Growth Opportunities, and Gaining a Competitive Edge in a Down Economy: A Q&A with Allegiance Best Practices Consulting Team

MaritzCX

Company growth and profits are directly tied to customer and employee engagement. And no matter what the state of the economy is, there are always opportunities for growth for businesses that stay focused. But with so much to do these days, where do you start?

Uncovering Revenue and Growth Opportunities, and Gaining a Competitive Edge in a Down Economy: A Q&A with Allegiance Best Practices Consulting Team

MaritzCX

Company growth and profits are directly tied to customer and employee engagement. And no matter what the state of the economy is, there are always opportunities for growth for businesses that stay focused. But with so much to do these days, where do you start?

Uncovering Revenue and Growth Opportunities, and Gaining a Competitive Edge in a Down Economy: A Q&A with Allegiance Best Practices Consulting Team

MaritzCX

Company growth and profits are directly tied to customer and employee engagement. And no matter what the state of the economy is, there are always opportunities for growth for businesses that stay focused. But with so much to do these days, where do you start?

Increasing Employee Engagement & Productivity in the Current Economic Climate

MaritzCX

In tough economic times, improving your employees’ morale and increasing their engagement and productivity is critical, as every resource counts and your employees can have a big impact on your customers’ experiences. But in times like these many business leaders wonder: how can we keep employees motivated, passionate and engaged – in other words, productive – in an environment where we’re asking them to do more with less and/or have recently had to downsize our company?

Increasing Employee Engagement & Productivity in the Current Economic Climate

MaritzCX

In tough economic times, improving your employees’ morale and increasing their engagement and productivity is critical, as every resource counts and your employees can have a big impact on your customers’ experiences. But in times like these many business leaders wonder: how can we keep employees motivated, passionate and engaged – in other words, productive – in an environment where we’re asking them to do more with less and/or have recently had to downsize our company?

Increasing Employee Engagement & Productivity in the Current Economic Climate

MaritzCX

In tough economic times, improving your employees’ morale and increasing their engagement and productivity is critical, as every resource counts and your employees can have a big impact on your customers’ experiences. But in times like these many business leaders wonder: how can we keep employees motivated, passionate and engaged – in other words, productive – in an environment where we’re asking them to do more with less and/or have recently had to downsize our company?

Re-evaluating Business Standards and Practices in the Wake of the Wall Street Meltdown

MaritzCX

One of the most important lessons that Enron, WorldCom and the recent financial/Wall Street meltdown has taught us is just how damaging unethical behavior can be to a company, and how important it is for businesses today to establish ethical standards in the workplace as well as support those who do come forward to report. View Article

Re-evaluating Business Standards and Practices in the Wake of the Wall Street Meltdown

MaritzCX

One of the most important lessons that Enron, WorldCom and the recent financial/Wall Street meltdown has taught us is just how damaging unethical behavior can be to a company, and how important it is for businesses today to establish ethical standards in the workplace as well as support those who do come forward to report. View Article

Re-evaluating Business Standards and Practices in the Wake of the Wall Street Meltdown

MaritzCX

One of the most important lessons that Enron, WorldCom and the recent financial/Wall Street meltdown has taught us is just how damaging unethical behavior can be to a company, and how important it is for businesses today to establish ethical standards in the workplace as well as support those who do come forward to report. View Article

Survey Design — Begin with the End in Mind

MaritzCX

Many people think that surveys are just a bunch of questions, but they're not. Every survey is a culmination of a challenging seven-step process. And here are some steps to follow to improve your surveys

Survey 200

Engaging and Retaining Customers during Tough Economic Times

MaritzCX

In tough economic times, the decisions that businesses make can literally mean the difference between success and failure - especially when it comes to retaining their customers and engaging new ones. But how, you may ask, does a company retain its customers and attract new ones in the current economic environment

Survey Design — Begin with the End in Mind

MaritzCX

Many people think that surveys are just a bunch of questions, but they're not. Every survey is a culmination of a challenging seven-step process. And here are some steps to follow to improve your surveys

Survey 200

Engaging and Retaining Customers during Tough Economic Times

MaritzCX

In tough economic times, the decisions that businesses make can literally mean the difference between success and failure - especially when it comes to retaining their customers and engaging new ones. But how, you may ask, does a company retain its customers and attract new ones in the current economic environment

Survey Design — Begin with the End in Mind

MaritzCX

Many people think that surveys are just a bunch of questions, but they're not. Every survey is a culmination of a challenging seven-step process. And here are some steps to follow to improve your surveys

Survey 200

Engaging and Retaining Customers during Tough Economic Times

MaritzCX

In tough economic times, the decisions that businesses make can literally mean the difference between success and failure - especially when it comes to retaining their customers and engaging new ones. But how, you may ask, does a company retain its customers and attract new ones in the current economic environment

What is Engagement? And Why Should Your Business Care About It?

MaritzCX

Here at Allegiance, we spend a lot of time talking to customers and potential sales prospects about engagement. But if you’re new to the engagement arena, you may ask: What is engagement? And why should my business care about it? Since we’re going to be blogging about engagement and other related topics moving forward, I. View Article

What is Engagement? And Why Should Your Business Care About It?

MaritzCX

Here at Allegiance, we spend a lot of time talking to customers and potential sales prospects about engagement. But if you’re new to the engagement arena, you may ask: What is engagement? And why should my business care about it? Since we’re going to be blogging about engagement and other related topics moving forward, I. View Article

What is Engagement? And Why Should Your Business Care About It?

MaritzCX

Here at Allegiance, we spend a lot of time talking to customers and potential sales prospects about engagement. But if you’re new to the engagement arena, you may ask: What is engagement? And why should my business care about it? Since we’re going to be blogging about engagement and other related topics moving forward, I. View Article

The Silver Lining for Businesses: Increase Your Profits and Preserve Your Marketing Budget by Moving Your Swing Group Customers to Your Engaged Group

MaritzCX

Research conducted by Allegiance reveals that companies typically have three types/groups of customers. These are: Engaged, Disengaged and Swing. Obviously, engaged customers are the best customers because of the strong emotional connections that they have to a company, and their genuine willingness to assist a company in improving its customer experience. General

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The Silver Lining for Businesses: Increase Your Profits and Preserve Your Marketing Budget by Moving Your Swing Group Customers to Your Engaged Group

MaritzCX

Research conducted by Allegiance reveals that companies typically have three types/groups of customers. These are: Engaged, Disengaged and Swing. Obviously, engaged customers are the best customers because of the strong emotional connections that they have to a company, and their genuine willingness to assist a company in improving its customer experience

Groups 200

The Silver Lining for Businesses: Increase Your Profits and Preserve Your Marketing Budget by Moving Your Swing Group Customers to Your Engaged Group

MaritzCX

Research conducted by Allegiance reveals that companies typically have three types/groups of customers. These are: Engaged, Disengaged and Swing. Obviously, engaged customers are the best customers because of the strong emotional connections that they have to a company, and their genuine willingness to assist a company in improving its customer experience

Groups 200

Why Do Email Survey Response Rates Seem so Low? I Have a Theory, and a Way to Help Improve Them.

MaritzCX

Many of the people within companies who are sending out surveys are people who are not email marketing experts. Here are some common mistakes to avoid to watch your response rates climb

Survey 200

Why Do Email Survey Response Rates Seem so Low? I Have a Theory, and a Way to Help Improve Them.

MaritzCX

Many of the people within companies who are sending out surveys are people who are not email marketing experts. Here are some common mistakes to avoid to watch your response rates climb

Survey 200

Why Do Email Survey Response Rates Seem so Low? I Have a Theory, and a Way to Help Improve Them.

MaritzCX

Many of the people within companies who are sending out surveys are people who are not email marketing experts. Here are some common mistakes to avoid to watch your response rates climb

Survey 200

Industry Spotlight: Improving Patient Satisfaction Scores and Employee Engagement in a Hospital Environment

MaritzCX

When it comes to customer and employee engagement, very few environments require the same level of engagement as that of a hospital, which is in the business of taking care of people. In this environment, where patients are in pain, worried, stressed and/or in need of care and compassion, the most important thing they need in addition to medical care is a sympathetic and engaged care giver.

Industry Spotlight: Improving Patient Satisfaction Scores and Employee Engagement in a Hospital Environment

MaritzCX

When it comes to customer and employee engagement, very few environments require the same level of engagement as that of a hospital, which is in the business of taking care of people. In this environment, where patients are in pain, worried, stressed and/or in need of care and compassion, the most important thing they need in addition to medical care is a sympathetic and engaged care giver.

Industry Spotlight: Improving Patient Satisfaction Scores and Employee Engagement in a Hospital Environment

MaritzCX

When it comes to customer and employee engagement, very few environments require the same level of engagement as that of a hospital, which is in the business of taking care of people. In this environment, where patients are in pain, worried, stressed and/or in need of care and compassion, the most important thing they need in addition to medical care is a sympathetic and engaged care giver.

The Importance of Responding to Customer Concerns Quickly

MaritzCX

I got a very complimentary email from a customer not too long ago thanking both myself and my team for getting back to them quickly. While this e-mail was very nice and I was really glad that our customer was happy, it did make me wonder: What kind of customer response times are other businesses. View Article

The Importance of Responding to Customer Concerns Quickly

MaritzCX

I got a very complimentary email from a customer not too long ago thanking both myself and my team for getting back to them quickly. While this e-mail was very nice and I was really glad that our customer was happy, it did make me wonder: What kind of customer response times are other businesses. View Article