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!

Hotels 172

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

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

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. 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 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.

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

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.

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.

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.

Survey 260

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.

Survey 260

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.

Survey 260

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.

Survey 260

Linking business performance metrics with survey data

MaritzCX

The core objective of your feedback program is not to drive improved survey metrics. The ultimate objective is increased business performance and improved results.

Using social media to gain an advantage

MaritzCX

Social media has become the no. 1 online activity, so it’s essential for businesses to pay attention. When a small percentage of customers share their experiences with your company via social media, you have an opportunity to engage or re-engage these customers

Using social media to gain an advantage

MaritzCX

Social media has become the no. 1 online activity, so it’s essential for businesses to pay attention. When a small percentage of customers share their experiences with your company via social media, you have an opportunity to engage or re-engage these customers

Engage7 Product Updates

MaritzCX

New Features available late July include clickable/drillable charts, and new filter capabilities on standard reports

Report 260

Engage7 Product Updates

MaritzCX

New Features available late July include clickable/drillable charts, and new filter capabilities on standard reports

Report 260

Social Media: Ready… Fire… Aim

MaritzCX

As companies begin to embrace social media, many are using a ‘ready, fire, aim” approach. Companies should first create clear policies and determine if and how they will respond and what they intend to do with the feedback data

Social Media: Ready… Fire… Aim

MaritzCX

As companies begin to embrace social media, many are using a ‘ready, fire, aim” approach. Companies should first create clear policies and determine if and how they will respond and what they intend to do with the feedback data

Five Voice of the Customer Pitfalls

MaritzCX

It’s now commonplace for companies to ask for customer feedback by email, phone or even the mail. But that’s just one factor in VOC success. CustomerThink research has identified the following five major pitfalls to VOC success: 1.

Five Voice of the Customer Pitfalls

MaritzCX

It’s now commonplace for companies to ask for customer feedback by email, phone or even the mail. But that’s just one factor in VOC success. CustomerThink research has identified the following five major pitfalls to VOC success: 1.

What Drives Banking Customers to Recommend Products to Others?

MaritzCX

Net Promoter Score (NPS) provides a simple and valuable way for businesses to measure customer satisfaction and promotion. The assumption is that the more likely customers are to recommend, the more likely those recommendations will turn into new business and revenue.

What Drives Banking Customers to Recommend Products to Others?

MaritzCX

Net Promoter Score (NPS) provides a simple and valuable way for businesses to measure customer satisfaction and promotion. The assumption is that the more likely customers are to recommend, the more likely those recommendations will turn into new business and revenue.

Is dropping job satisfaction killing American productivity and innovation?

MaritzCX

Most of the CEO’s I speak with agree that innovation and improved customer service is the key that will help their company emerge from the recession stronger than their competitors. To accomplish this requires employees with good morale and solid productivity.

Is dropping job satisfaction killing American productivity and innovation?

MaritzCX

Most of the CEO’s I speak with agree that innovation and improved customer service is the key that will help their company emerge from the recession stronger than their competitors. To accomplish this requires employees with good morale and solid productivity.

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

Tweets Not All Sweet on Black Friday

Customers Rock!

Social media has brought the customer experience more in-focus than ever before, and this became very apparent during the start of the 2010 holiday shopping season on Black Friday and Cyber Monday.

Growing Business the Old-Fashioned Way

Customers Rock!

Here is a blast from the past, a classic Customers Rock! post on taking care of your current customers. Thanks to @Foundora for bringing it back to my attention. Enjoy! Many companies spend a lot of time and money on attracting new customers to their product or service.

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

Is Your “Lack of Remarkable” Preventing Customer Loyalty?

Customers Rock!

Today we have a guest blogger with us here on Customers Rock!, Nate Bagley. Nate is the Social Media Expert at Mindshare Technologies. Mindshare is a leader in the Voice of the Customer industry, helping companies foster consumer satisfaction, build customer loyalty, and support employee retention.

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