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! Now, here on Customers Rock!,

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. Now, I am cautiously optimistic about this focus on customer service, but let me tell you why I feel this way. Every customer touch is another brand impression of the company.

Iron Chef Skills: A Recipe for Survey Creation

MaritzCX

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. By acquiring knowledge to understand the needs of the customer and communicating care, VOC experts strive to deliver improved products and services and create happier customers

Survey 357

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. Lack of executive support to drive change Being customer-centric is easy to say but hard to do.

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. Lack of executive support to drive change Being customer-centric is easy to say but hard to do.

Iron Chef Skills: A Recipe for Survey Creation

MaritzCX

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 260

Iron Chef Skills: A Recipe for Survey Creation

MaritzCX

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 260

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.

Linking business performance metrics with survey data

MaritzCX

Dutifully reporting to a senior executive or business unit owner that “customer engagement scores have increased for the past eight quarters” is nice. The core objective of your feedback program is not to drive improved survey metrics.

Using social media to gain an advantage

MaritzCX

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 Social media has become the no. 1 online activity, so it’s essential for businesses to pay attention.

Using social media to gain an advantage

MaritzCX

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 Social media has become the no. 1 online activity, so it’s essential for businesses to pay attention.

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.

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.

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

Is Your “Lack of Remarkable” Preventing Customer Loyalty?

Customers Rock!

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

Customer Interaction Maps: Plotting the Customer’s Journey

MaritzCX

The brand promise is the expectation that you set about your brand with your customers. Creating a customer interaction map forces you to think about the customer lifecycle and to consider or visualize the experience at each touchpoint – and ultimately, it identifies where the brand promise is broken Each of your touchpoints reinforces and fulfills the brand’s promise.

Customer Interaction Maps: Plotting the Customer’s Journey

MaritzCX

The brand promise is the expectation that you set about your brand with your customers. Creating a customer interaction map forces you to think about the customer lifecycle and to consider or visualize the experience at each touchpoint – and ultimately, it identifies where the brand promise is broken Each of your touchpoints reinforces and fulfills the brand’s promise.

Customer Interaction Maps: Plotting the Customer’s Journey

MaritzCX

The brand promise is the expectation that you set about your brand with your customers. Creating a customer interaction map forces you to think about the customer lifecycle and to consider or visualize the experience at each touchpoint – and ultimately, it identifies where the brand promise is broken Each of your touchpoints reinforces and fulfills the brand’s promise.

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

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

Do you know why your customers really buy?

MaritzCX

Too many businesses focus solely on the minds of customers and forget the importance of connecting emotionally – to customers’ hearts. Customers make decisions about staying or leaving a business relationship based upon a multitude of factors – and attitude and emotion play major roles. What drives their passion, loyalty and engagement?

Do you know why your customers really buy?

MaritzCX

Too many businesses focus solely on the minds of customers and forget the importance of connecting emotionally – to customers’ hearts. Customers make decisions about staying or leaving a business relationship based upon a multitude of factors – and attitude and emotion play major roles. What drives their passion, loyalty and engagement?

Do you know why your customers really buy?

MaritzCX

Too many businesses focus solely on the minds of customers and forget the importance of connecting emotionally – to customers’ hearts. Customers make decisions about staying or leaving a business relationship based upon a multitude of factors – and attitude and emotion play major roles. What drives their passion, loyalty and engagement?

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. 38% of customers were delighted with the online shopping experience.

Customer Experience is Here to Stay

MaritzCX

Companies can no longer buy customer loyalty and assume customers will stay. It is easy for customers to “click away” and buy from another vendor. Customer Experience Management is now a formal process that involves multiple processes and departments. It requires the mapping of customer touchpoints, and combines operational and CRM data with customer service and marketing information

Customer Experience is Here to Stay

MaritzCX

Companies can no longer buy customer loyalty and assume customers will stay. It is easy for customers to “click away” and buy from another vendor. Customer Experience Management is now a formal process that involves multiple processes and departments. It requires the mapping of customer touchpoints, and combines operational and CRM data with customer service and marketing information

Customer Experience is Here to Stay

MaritzCX

Companies can no longer buy customer loyalty and assume customers will stay. It is easy for customers to “click away” and buy from another vendor. Customer Experience Management is now a formal process that involves multiple processes and departments. It requires the mapping of customer touchpoints, and combines operational and CRM data with customer service and marketing information

Why sales VP’s should care about customer surveys

MaritzCX

Sales managers are increasingly looking into the idea of using customer feedback tools (surveys, Twitter, etc) to help identify customers who are likely to defect to the competition and rescue them before it is too late

Sales 200