Engage Summit 2010 Wrap-Up

MaritzCX

The overall theme this year was “turn status quo into status go” and included presentations geared towards helping customers analyze their data, create actionable and deliverable insights, then implementing programs and processes to ultimately increase profitability

Engage Summit 2010 Wrap-Up

MaritzCX

The overall theme this year was “turn status quo into status go” and included presentations geared towards helping customers analyze their data, create actionable and deliverable insights, then implementing programs and processes to ultimately increase profitability

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Engage Summit 2010 Wrap-Up

MaritzCX

The overall theme this year was “turn status quo into status go” and included presentations geared towards helping customers analyze their data, create actionable and deliverable insights, then implementing programs and processes to ultimately increase profitability

Bathroom Blogfest 2010 – Stuck in the 60s?

Customers Rock!

This is the 5th year of the Blogfest (4th year participating for me – now with 34 other bloggers in 2010), and we use this opportunity to focus on the customer experience in one of the “forgotten&# spaces, bathrooms! Is your bathroom “stuck in the 60s&# , or are is it fully present in the year 2010, reflecting the best image possible about your organization? Here is the list of all the participating Bathroom Blogfest 2010 bloggers!

Hotels 133

Focus on Customer Service in 2010 (Finally?)

Customers Rock!

2010 may just be the year that companies start to focus on their customers and serving them well. Those who are not will fall behind in 2010. In my opinion, all the signs are pointing in the right direction for a focus on great customer service, and with it a rockin’ customer experience in 2010. Is 2010 the year for a focus on the customer? This may be it. This may be the year that it finally happens.

Iron Chef Skills: A Recipe for Survey Creation

MaritzCX

In Tamilnadu, South India, the chef is complimented following a well-cooked meal with the phrase “Kai Manam,” meaning the knowledge, care and soul the cook’s hands imparted to the meal. This is also true for Voice of the Customer champions who try to convey a similar sense to their customers through surveys, analysis and the action thereafter.

Survey 357

Allegiance Engage Summit Starts May 16

MaritzCX

The Allegiance Engage Summit 2010 will be held on May 16 – 19, 2010 at the Chateaux Resort at Silver Lake in Deer Valley, Utah

Allegiance Engage Summit Starts May 16

MaritzCX

The Allegiance Engage Summit 2010 will be held on May 16 – 19, 2010 at the Chateaux Resort at Silver Lake in Deer Valley, Utah

Allegiance Engage Summit Starts May 16

MaritzCX

The Allegiance Engage Summit 2010 will be held on May 16 – 19, 2010 at the Chateaux Resort at Silver Lake in Deer Valley, Utah

ASIS 2010 Scavenger Hunt

Customer Interactions

NICE Systems (booth #3836), and partners AXIS (#3103), Esri (#441), Infinova (#1447), and Quantum Secure (#1349), are teaming up to bring you an ASIS scavenger hunt. Join the hunt on October 12th for a chance to win some great prizes. Simply visit each booth on 10/12 starting at 9am, pick up the designated items, and bring them to NICE’s booth by 2pm. You’ll be entered into a special drawing.

Allegiance Awarded Highest Service Leader Award for Enterprise Feedback Management

MaritzCX

For the second year in a row, Allegiance was honored with the 2010 Service Leader Award for Enterprise Feedback Management (EFM) by CRM Magazine. It is especially gratifying to receive this award since customer satisfaction is one of the top criteria. Click here to read the full article. The winner is selected through an extensive. View Article

Allegiance Awarded Highest Service Leader Award for Enterprise Feedback Management

MaritzCX

For the second year in a row, Allegiance was honored with the 2010 Service Leader Award for Enterprise Feedback Management (EFM) by CRM Magazine. It is especially gratifying to receive this award since customer satisfaction is one of the top criteria. Click here to read the full article. The winner is selected through an extensive. View Article

Allegiance Awarded Highest Service Leader Award for Enterprise Feedback Management

MaritzCX

For the second year in a row, Allegiance was honored with the 2010 Service Leader Award for Enterprise Feedback Management (EFM) by CRM Magazine. It is especially gratifying to receive this award since customer satisfaction is one of the top criteria. Click here to read the full article. The winner is selected through an extensive. View Article

Marconi and Social Media: Allegiance Radio Debuts!

MaritzCX

Join us for Allegiance Radio in 2011. Every week, Allegiance will announce the weekly topic and time along with the URL to connect to the live broadcasts. These will come as tweets on the Allegiance Twitter account or Allegiance on Facebook. You are invited to “call in” to chat live on the air, or you can listen after the airing of the broadcast via podcast on iTunes or any other audio playback device

Marconi and Social Media: Allegiance Radio Debuts!

MaritzCX

Join us for Allegiance Radio in 2011. Every week, Allegiance will announce the weekly topic and time along with the URL to connect to the live broadcasts. These will come as tweets on the Allegiance Twitter account or Allegiance on Facebook. You are invited to “call in” to chat live on the air, or you can listen after the airing of the broadcast via podcast on iTunes or any other audio playback device

Marconi and Social Media: Allegiance Radio Debuts!

MaritzCX

Join us for Allegiance Radio in 2011. Every week, Allegiance will announce the weekly topic and time along with the URL to connect to the live broadcasts. These will come as tweets on the Allegiance Twitter account or Allegiance on Facebook. You are invited to “call in” to chat live on the air, or you can listen after the airing of the broadcast via podcast on iTunes or any other audio playback device

Closing the Loop

MaritzCX

The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty. General

Closing the Loop

MaritzCX

The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty

Closing the Loop

MaritzCX

The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty

Closing the Loop

MaritzCX

The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty

Where’s VOC Going, Anyway? Answer: VOCi

MaritzCX

The focus of VOC is not to gather more surveys and data; it is to create actionable business intelligence that moves the needle. VOC practitioners are not great at this second part today, but getting better, and quickly. This is the reason VOC programs are gaining quick adoption now when they have stalled in the past. VOC best practices require a shift from data gathering, creating charts and reports, to providing prescriptive and predictive outcomes that support a business story

Survey 200

Where’s VOC Going, Anyway? Answer: VOCi

MaritzCX

The focus of VOC is not to gather more surveys and data; it is to create actionable business intelligence that moves the needle. VOC practitioners are not great at this second part today, but getting better, and quickly. This is the reason VOC programs are gaining quick adoption now when they have stalled in the past. VOC best practices require a shift from data gathering, creating charts and reports, to providing prescriptive and predictive outcomes that support a business story

Survey 200

Where’s VOC Going, Anyway? Answer: VOCi

MaritzCX

The focus of VOC is not to gather more surveys and data; it is to create actionable business intelligence that moves the needle. VOC practitioners are not great at this second part today, but getting better, and quickly. This is the reason VOC programs are gaining quick adoption now when they have stalled in the past. VOC best practices require a shift from data gathering, creating charts and reports, to providing prescriptive and predictive outcomes that support a business story

Survey 200

Announcing VOCi; Voice of Customer ‘Intelligence’

MaritzCX

After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle

Announcing VOCi; Voice of Customer ‘Intelligence’

MaritzCX

After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle

Announcing VOCi; Voice of Customer ‘Intelligence’

MaritzCX

After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle

The Invitation is Everything: Creating a Powerful Survey Invitation

MaritzCX

Email has become the major method for delivering survey invitations. With so many types of legitimate and junk email hitting inboxes every day, people have become more selective in opening and responding to email invitations. However, there are a few actions you can take as you create your survey invitations that will help you increase your response rates, legitimize your survey and ensure that you are CAN-SPAM compliant

Survey 200

The Invitation is Everything: Creating a Powerful Survey Invitation

MaritzCX

Email has become the major method for delivering survey invitations. With so many types of legitimate and junk email hitting inboxes every day, people have become more selective in opening and responding to email invitations. However, there are a few actions you can take as you create your survey invitations that will help you increase your response rates, legitimize your survey and ensure that you are CAN-SPAM compliant

Survey 200

The Invitation is Everything: Creating a Powerful Survey Invitation

MaritzCX

Email has become the major method for delivering survey invitations. With so many types of legitimate and junk email hitting inboxes every day, people have become more selective in opening and responding to email invitations. However, there are a few actions you can take as you create your survey invitations that will help you increase your response rates, legitimize your survey and ensure that you are CAN-SPAM compliant

Survey 200

Iron Chef Skills: A Recipe for Survey Creation

MaritzCX

In Tamilnadu, South India, the chef is complimented following a well-cooked meal with the phrase “Kai Manam,” meaning the knowledge, care and soul the cook’s hands imparted to the meal. This is also true for Voice of the Customer champions who try to convey a similar sense to their customers through surveys, analysis and the action thereafter.

Survey 200

Iron Chef Skills: A Recipe for Survey Creation

MaritzCX

In Tamilnadu, South India, the chef is complimented following a well-cooked meal with the phrase “Kai Manam,” meaning the knowledge, care and soul the cook’s hands imparted to the meal. This is also true for Voice of the Customer champions who try to convey a similar sense to their customers through surveys, analysis and the action thereafter.

Survey 200

Closing the Loop: Part III

MaritzCX

You spoke. We listened. Thanks for your input—now here is what we have done to improve your experience based on your input. This presents your golden opportunity to prove to the customer that you take the voice of the customer seriously and make lasting change as a result of customer input. Here you can reinforce the impact that the client can have by providing ad-hoc feedback and responding to your surveys.

Survey 200

Closing the Loop: Part III

MaritzCX

You spoke. We listened. Thanks for your input—now here is what we have done to improve your experience based on your input. This presents your golden opportunity to prove to the customer that you take the voice of the customer seriously and make lasting change as a result of customer input. Here you can reinforce the impact that the client can have by providing ad-hoc feedback and responding to your surveys.

Survey 200

Closing the Loop: Part III

MaritzCX

You spoke. We listened. Thanks for your input—now here is what we have done to improve your experience based on your input. This presents your golden opportunity to prove to the customer that you take the voice of the customer seriously and make lasting change as a result of customer input. Here you can reinforce the impact that the client can have by providing ad-hoc feedback and responding to your surveys.

Survey 200

Customer Feedback Map: Charting Sources of VOC Data

MaritzCX

Think about the many customer touchpoints of your organization, and then think about the various departments in your organization that might be asking customers for feedback at each of those touchpoints. It can be quite overwhelming -- for you and for your customers! To make sense of it all, you should compile a Customer Feedback Map to accompany your Customer Touchpoint Map

Customer Feedback Map: Charting Sources of VOC Data

MaritzCX

Think about the many customer touchpoints of your organization, and then think about the various departments in your organization that might be asking customers for feedback at each of those touchpoints. It can be quite overwhelming -- for you and for your customers! To make sense of it all, you should compile a Customer Feedback Map to accompany your Customer Touchpoint Map

Customer Feedback Map: Charting Sources of VOC Data

MaritzCX

Think about the many customer touchpoints of your organization, and then think about the various departments in your organization that might be asking customers for feedback at each of those touchpoints. It can be quite overwhelming -- for you and for your customers! To make sense of it all, you should compile a Customer Feedback Map to accompany your Customer Touchpoint Map