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.

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.

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.

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.

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.

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.

How Zappos Affects Your Customer Experience

Customers Rock!

Who is your customer experience competition? Organizations should be asking this question: Which companies have the best practices in customer focus across all industries ? She wanted to share a customer service story with me and get my take on it. Ask your customers.

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.

Sales 260

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.

Killer Customer Service, or Customer-Killer Service?

Customers Rock!

Keep customers coming back so they will continue to earn points and hopefully continue to spend money with the business. This is most likely intended to help the airline stay top-of-mind with the customer and gently encourage them to book their next flight with the airline.

Announcing my first book: The Hidden Power of Your Customers

Customers Rock!

And it is thanks to you, my faithful Customers Rock! The book is called The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers , being published by John Wiley & Sons. In fact, one of the reasons I started Customers Rock!

Voice of Customer Matures, But…

MaritzCX

It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthusiasm. Some things do get better with age, and a finely-honed VoC initiative is no exception.

Voice of Customer Matures, But…

MaritzCX

It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthusiasm. Some things do get better with age, and a finely-honed VoC initiative is no exception.

Voice of Customer Matures, But…

MaritzCX

It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthusiasm. Some things do get better with age, and a finely-honed VoC initiative is no exception.

Moneyball – Lessons from Baseball for Voice of the Customer

MaritzCX

What do Billy Beane, the General Manager of the Oakland A's, and your company's Voice of the Customer (VOC) initiatives have in common? Metrics, analytics, and insights that can provide teams and businesses with unfair advantages. General

Moneyball – Lessons from Baseball for Voice of the Customer

MaritzCX

What do Billy Beane, the General Manager of the Oakland A's, and your company's Voice of the Customer (VOC) initiatives have in common? Metrics, analytics, and insights that can provide teams and businesses with unfair advantages

Moneyball – Lessons from Baseball for Voice of the Customer

MaritzCX

What do Billy Beane, the General Manager of the Oakland A's, and your company's Voice of the Customer (VOC) initiatives have in common? Metrics, analytics, and insights that can provide teams and businesses with unfair advantages

The Impact of “Big Data” on Voice of Customer

MaritzCX

The availability of “big data” means marketers and customer experience professionals have the potential to gain deeper insight into customer behavior. With the growth of digital transactions, more consumer data is becoming available through smartphones, GPS, mobile banking, etc. General

The Impact of “Big Data” on Voice of Customer

MaritzCX

The availability of “big data” means marketers and customer experience professionals have the potential to gain deeper insight into customer behavior With the growth of digital transactions, more consumer data is becoming available through smartphones, GPS, mobile banking, etc.

The Impact of “Big Data” on Voice of Customer

MaritzCX

The availability of “big data” means marketers and customer experience professionals have the potential to gain deeper insight into customer behavior With the growth of digital transactions, more consumer data is becoming available through smartphones, GPS, mobile banking, etc.

Driving Competitive Advantage through Voice of the Customer

MaritzCX

Together with price and product, customer voice has become the accepted third tool that top companies use to beat out the competition. These companies are doing more than merely measuring customer satisfaction or driving marketing campaigns. They are using customer feedback to drive change among their many business units. Read on for some specific examples

Driving Competitive Advantage through Voice of the Customer

MaritzCX

Together with price and product, customer voice has become the accepted third tool that top companies use to beat out the competition. These companies are doing more than merely measuring customer satisfaction or driving marketing campaigns. They are using customer feedback to drive change among their many business units. Read on for some specific examples

Driving Competitive Advantage through Voice of the Customer

MaritzCX

Together with price and product, customer voice has become the accepted third tool that top companies use to beat out the competition. These companies are doing more than merely measuring customer satisfaction or driving marketing campaigns. They are using customer feedback to drive change among their many business units. Read on for some specific examples

Letting Customers Contribute to the B2B Experience

Customers Rock!

How can companies get their customers more engaged and involved? Customers Contribute. For example, at Jones Soda their bottle labels are actually photos submitted by their customers via the Jones Soda website.

B2B 197

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

Timing Is Everything

MaritzCX

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

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! Of course, you can also go to my book’s website right here on the Customers Rock!

eBook 187

The Retail Experience as a Differentiator

MaritzCX

In a recent industry presentation, Volkswagen of America’s President and Chief Executive Jonathan Browning said one of the key pillars of his growth strategy will be the improvement of customer satisfaction. Browning is not alone in making such a statement as other executives have established similar goals for their organizations. I find this very interesting. View Article. Automotive

Retail 200

The Retail Experience as a Differentiator

MaritzCX

In a recent industry presentation, Volkswagen of America’s President and Chief Executive Jonathan Browning said one of the key pillars of his growth strategy will be the improvement of customer satisfaction. Browning is not alone in making such a statement as other executives have established similar goals for their organizations. I find this very interesting. View Article

Retail 200

The Retail Experience as a Differentiator

MaritzCX

In a recent industry presentation, Volkswagen of America’s President and Chief Executive Jonathan Browning said one of the key pillars of his growth strategy will be the improvement of customer satisfaction. Browning is not alone in making such a statement as other executives have established similar goals for their organizations. I find this very interesting. View Article

Retail 200

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. But as customer feedback tools give way to the more sophisticated technologies of customer intelligence (CI), we believe that many will start to use CI and its insights to drive sales and improve marketing campaign ROI

Sales 200

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. But as customer feedback tools give way to the more sophisticated technologies of customer intelligence (CI), we believe that many will start to use CI and its insights to drive sales and improve marketing campaign ROI

Sales 200

The Old College Try

Customers Rock!

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. Lesson #1 – The Company Process Doesn’t Always Benefit the Customer. The customer cares whether you get it done.

Travel 198

Nine Habits of Successful VOC Practitioners

MaritzCX

Best practice companies are not only listening to voice of the customer, but they are using that feedback to increase customer retention and loyalty, solve customer challenges and develop new products and services. They are also using new technologies to streamline surveys and feedback management programs to gain a better understanding of why customers do business with them.

Nine Habits of Successful VOC Practitioners

MaritzCX

Best practice companies are not only listening to voice of the customer, but they are using that feedback to increase customer retention and loyalty, solve customer challenges and develop new products and services. They are also using new technologies to streamline surveys and feedback management programs to gain a better understanding of why customers do business with them.