Highlights of Day 1 – Engage Summit 2011

MaritzCX

A sold out attendance Voice of Customer (VOC) professionals and Customer Intelligence experts gathered Monday at the Allegiance Engage Summit to share experiences and discover new ways to leverage customer insights to drive business growth. Read on for some highlights from today’s speakers

Highlights of Day 1 – Engage Summit 2011

MaritzCX

A sold out attendance Voice of Customer (VOC) professionals and Customer Intelligence experts gathered Monday at the Allegiance Engage Summit to share experiences and discover new ways to leverage customer insights to drive business growth. Read on for some highlights from today’s speakers

Highlights of Day 1 – Engage Summit 2011

MaritzCX

A sold out attendance Voice of Customer (VOC) professionals and Customer Intelligence experts gathered Monday at the Allegiance Engage Summit to share experiences and discover new ways to leverage customer insights to drive business growth. Read on for some highlights from today’s speakers

Highlights of Day 2 – Allegiance Engage Summit 2011

MaritzCX

As a light snow fell in Park City, Utah, hundreds of Voice of Customer (VOC) professionals and customer intelligence experts gathered for day two of the Allegiance Engage Summit. Attendees enjoyed great speakers and hands-on workshops that focused on how to uncover and apply insights from customer feedback to achieve positive business outcomes. Read on for some highlights of Tuesday's speakers

Highlights of Day 2 – Allegiance Engage Summit 2011

MaritzCX

As a light snow fell in Park City, Utah, hundreds of Voice of Customer (VOC) professionals and customer intelligence experts gathered for day two of the Allegiance Engage Summit. Attendees enjoyed great speakers and hands-on workshops that focused on how to uncover and apply insights from customer feedback to achieve positive business outcomes. Read on for some highlights of Tuesday's speakers

Highlights of Day 2 – Allegiance Engage Summit 2011

MaritzCX

As a light snow fell in Park City, Utah, hundreds of Voice of Customer (VOC) professionals and customer intelligence experts gathered for day two of the Allegiance Engage Summit. Attendees enjoyed great speakers and hands-on workshops that focused on how to uncover and apply insights from customer feedback to achieve positive business outcomes. Read on for some highlights of Tuesday's speakers

How Zappos Affects Your Customer Experience

Customers Rock!

Who is your customer experience competition? Those of you only looking inside your own industry need to take a look around, as your competitors are not who you think they are – especially online.

Video: Oh The Humanity…

MaritzCX

Organizations must learn from their failures in 2011 to grow the business successfully in 2012. Automotive

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Video: Oh The Humanity…

MaritzCX

Organizations must learn from their failures in 2011 to grow the business successfully in 2012

Video 200

Oh The Humanity…

MaritzCX

Organizations must learn from their failures in 2011 to grow the business successfully in 2012

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Influencers vs Advocates

Customers Rock!

What is the difference between an influencer and an advocate for a brand? A lot of people recommend that a brand practice “influencer outreach”; others suggest a brand advocacy program is paramount for an organization.

Brands 211

Announcing my first book: The Hidden Power of Your Customers

Customers Rock!

I am so excited to share the news with all of you that I have a book coming out in July! And it is thanks to you, my faithful Customers Rock! readers, that it is happening.

Killer Customer Service, or Customer-Killer Service?

Customers Rock!

A friend of mine has been a member of a particular airline’s frequent flier program (we will call this major US airline, AirlineX) for a number of years. He even has a credit card linked to that account to help accrue points.

The Old College Try

Customers Rock!

Today, I have a special guest blogger, Greg Meyer. Greg and I are kindred spirits when it comes to customer experience, and I asked him to share a recent car rental story and the lessons one can learn from it. Thanks, Greg. You rock! The Old College Try. “Do, or do not.

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Inspiring Speakers, Peer Networking, and Game-Changing Products at Engage Summit – Only 2 Weeks Left

MaritzCX

To help you achieve that goal, join me and VOC practitioners and experts from around the globe on May 15 – 18, 2011, at the Engage Summit 2011. As VOC practitioners, you need to ensure that the data you collect is actionable and relevant to other business leaders in your organization. But hurry, we are almost sold out for the event

Inspiring Speakers, Peer Networking, and Game-Changing Products at Engage Summit – Only 2 Weeks Left

MaritzCX

To help you achieve that goal, join me and VOC practitioners and experts from around the globe on May 15 – 18, 2011, at the Engage Summit 2011. As VOC practitioners, you need to ensure that the data you collect is actionable and relevant to other business leaders in your organization. But hurry, we are almost sold out for the event

Inspiring Speakers, Peer Networking, and Game-Changing Products at Engage Summit – Only 2 Weeks Left

MaritzCX

To help you achieve that goal, join me and VOC practitioners and experts from around the globe on May 15 – 18, 2011, at the Engage Summit 2011. As VOC practitioners, you need to ensure that the data you collect is actionable and relevant to other business leaders in your organization. But hurry, we are almost sold out for the event

The Bathroom Experience

Customers Rock!

Once again I am participating in the Bathroom Blogfest. As I have mentioned before, if you have a physical presence, whether you are B2C or B2B, your bathroom is an important part of the customer experience. What does it say about your brand?

Hotels 185

Video: Was the LA Auto Show Worth It?

MaritzCX

Millions are spent on auto shows. Is it worth it? Automotive

Video 260

Video: Was the LA Auto Show Worth It?

MaritzCX

Millions are spent on auto shows. Is it worth it

Video 260

Was the LA Auto Show Worth It?

MaritzCX

Millions are spent on auto shows. Is it worth it

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The Hidden Power of Your Customers is Launched!

Customers Rock!

I just wanted to share some very exciting news with all of you – my book, The Hidden Power of Your Customers , is now launched!

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Video: First Impressions

MaritzCX

Do We Really Know Who’s Buying Our Cars? Automotive

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Video: First Impressions

MaritzCX

Do We Really Know Who’s Buying Our Cars

Video 260

First Impressions

MaritzCX

Do We Really Know Who’s Buying Our Cars

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Letting Customers Contribute to the B2B Experience

Customers Rock!

How can companies get their customers more engaged and involved? Social media has been making it easier for user-generated content to appear as part of a brand’s marketing, usually with consumers.

B2B 197

Applying Text Analytics to Social Media

MaritzCX

The amount of customer feedback coming from social media channels is growing rapidly. Companies who don’t capture and analyze this feedback are missing or ignoring a large percentage of the valuable information that could be helpful to their business.

Applying Text Analytics to Social Media

MaritzCX

The amount of customer feedback coming from social media channels is growing rapidly. Companies who don’t capture and analyze this feedback are missing or ignoring a large percentage of the valuable information that could be helpful to their business.

The Growing Role of Customer Feedback in Marketing and Sales

MaritzCX

When sales and marketing professionals hear the words "customer feedback," most tend to think of colleagues who spend their time in statistical analysis and tracking customer satisfaction scores.

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Survey Says…VOC Departments See Change on the Horizon

MaritzCX

Many VOC professionals have realized that in order to add value to the organization, they must spend less time telling a VOC story and more time telling a business story. Think of this new approach as a fundamental mental shift starting with the VOC leadership team.

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Survey Says…VOC Departments See Change on the Horizon

MaritzCX

Many VOC professionals have realized that in order to add value to the organization, they must spend less time telling a VOC story and more time telling a business story. Think of this new approach as a fundamental mental shift starting with the VOC leadership team.

Survey 260

Transit Trends for 2011

Customer Interactions

The technology necessary to fuse together disparate security systems and sensors, and streamline security and emergency operations isn’t far down the tracks. It''s here today, and you can bet that this year more transit agencies will be getting on board. So what exactly is this technology, and why is it a hot trend in security for transit operations?Read Read this article in the December 2010 issue of Security Magazine,written by NICE Systems’ Udi Segall, to find out.

Paris 2011: The New Total Customer Experience (TCE)

Sampson Lee

Ro King and her niece explore Paris through emerging channels and touch-points in the era of Internet—managing your brand equals managing the TCE. Summer in Paris by Ro King, Global CEM International Partner – the United States Many teenage girls dream of visiting Paris and this summer, I was able to make that dream come […]. Blog Customer Experience Editor's Pick

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Timing Is Everything

MaritzCX

Understanding why your customers enter the market when they did is important in developing strategic initiatives. Automotive

Timing Is Everything

MaritzCX

Understanding why your customers enter the market when they did is important in developing strategic initiatives

Timing Is Everything

MaritzCX

Understanding why your customers enter the market when they did is important in developing strategic initiatives

Marketing Myopia and the 21st Century Automotive Business

MaritzCX

Redefining what an auto company does could be useful. Automotive

Marketing Myopia and the 21st Century Automotive Business

MaritzCX

Redefining what an auto company does could be useful

Marketing Myopia and the 21st Century Automotive Business

MaritzCX

Redefining what an auto company does could be useful

The World Champion at Play

MaritzCX

For those who haven’t seen this video, this is cool. Sebastian Vettel at the wheel of the Red Bull simulator doing a lap of Spa. Why can’t all video games be like this? We talk a lot in the industry about “fun to drive.” ” This is fun to drive! Enjoy

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