Day Two at VoCFusion 2012

MaritzCX

The day started out with a demo of new Allegiance capabilities that will help companies uncover insights fast by identifying patterns in customer feedback and operational data

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Day Two at VoCFusion 2012

MaritzCX

The day started out with a demo of new Allegiance capabilities that will help companies uncover insights fast by identifying patterns in customer feedback and operational data

Hotels 260

Day Two at VoCFusion 2012

MaritzCX

The day started out with a demo of new Allegiance capabilities that will help companies uncover insights fast by identifying patterns in customer feedback and operational data

Hotels 260

Highlights from Day One at VoCFusion 2012

MaritzCX

More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012.

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Highlights from Day One at VoCFusion 2012

MaritzCX

More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012.

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Highlights from Day One at VoCFusion 2012

MaritzCX

More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012.

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Video: Giving a Better Customer Experience Delivers $106,315 to the Bottom Line

MaritzCX

This afternoon we released the findings of our 2012 Customer Experience Payback Study. With all the buzz around the importance of elevating the customer experience, one can’t help but think… is it worth it?

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Giving a Better Customer Experience Delivers $106,315 to the Bottom Line

MaritzCX

This afternoon we released the findings of our 2012 Customer Experience Payback Study. With all the buzz around the importance of elevating the customer experience, one can’t help but think… is it worth it?

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Thank You for a Great Year!

MaritzCX

As 2012 draws to a close, we want to thank all of you for another great year. Because of your support, not only did we have strong growth, but Allegiance also gained major customers and key personnel, announced innovative new products and was recognized with many awards.

Thank You for a Great Year!

MaritzCX

As 2012 draws to a close, we want to thank all of you for another great year. Because of your support, not only did we have strong growth, but Allegiance also gained major customers and key personnel, announced innovative new products and was recognized with many awards

Confusing Customer Experience With Customer Experiences

MaritzCX

The customer experience business discipline has no inherent connection to wow moments or cool technology. It’s about defining the right experiences for your company – given your customers’ needs and company’s strategy – and consistently delivering over time.

Confusing Customer Experience With Customer Experiences

MaritzCX

The customer experience business discipline has no inherent connection to wow moments or cool technology. It’s about defining the right experiences for your company – given your customers’ needs and company’s strategy – and consistently delivering over time.

Customer-Obsessed Service

Customers Rock!

Social media has pushed customer service to the forefront for many organizations. In my book , I talk about Killer Customer Service. Another way to think about this is as Customer Obsessed Service. Customers have changed, and customer expectations have greatly changed!

Providing a Predictable and Consistent Customer Experience

MaritzCX

In today’s interactive-driven world, it is crucial for your company to create a service model that encourages customers to effectively communicate their wants and needs.

Providing a Predictable and Consistent Customer Experience

MaritzCX

In today’s interactive-driven world, it is crucial for your company to create a service model that encourages customers to effectively communicate their wants and needs.

Complimentary Webinar Oct. 29: Customer Service in the Age of the Customer

MaritzCX

How do customer service execs strike the right balance of cost and quality in the new age of the customer? This is one of the questions addressed in the complimentary webinar Customer Service in the Age of the Customer: The Secret to Balancing Cost and Customer Experience” on Monday, October 29, 2012, at 12 p.m.

Complimentary Webinar Oct. 29: Customer Service in the Age of the Customer

MaritzCX

How do customer service execs strike the right balance of cost and quality in the new age of the customer? This is one of the questions addressed in the complimentary webinar Customer Service in the Age of the Customer: The Secret to Balancing Cost and Customer Experience” on Monday, October 29, 2012, at 12 p.m.

Complimentary Webinar Oct. 29: Customer Service in the Age of the Customer

MaritzCX

How do customer service execs strike the right balance of cost and quality in the new age of the customer? This is one of the questions addressed in the complimentary webinar Customer Service in the Age of the Customer: The Secret to Balancing Cost and Customer Experience” on Monday, October 29, 2012, at 12 p.m.

Master Manipulator or Customer Experience Superstar?

MaritzCX

Imagine a scenario where you are finalizing the details of your new car purchase. The sales person says to you “You will be getting a survey shortly. I’d appreciate it if you return it with all 5’s or my bonus will get dinged.” Or, perhaps, the sales person may be bold enough to ask for.

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Master Manipulator or Customer Experience Superstar?

MaritzCX

Imagine a scenario where you are finalizing the details of your new car purchase. The sales person says to you “You will be getting a survey shortly. I’d appreciate it if you return it with all 5’s or my bonus will get dinged.” Or, perhaps, the sales person may be bold enough to ask for.

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Video: Reindeer Customer Satisfaction and Santa Support Study Just Released

MaritzCX

Hot off the press – the 2013 RCSASSS determines who is really worthy of leading Santa’s sleigh on Monday night. Enjoy and all of the best for the holidays from your friends at Maritz. Chris @christravell on Twitter. General

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Video: Reindeer Customer Satisfaction and Santa Support Study Just Released

MaritzCX

Hot off the press – the 2013 RCSASSS determines who is really worthy of leading Santa’s sleigh on Monday night. Enjoy and all of the best for the holidays from your friends at Maritz. Chris @christravell on Twitter

Study 260

Reindeer Customer Satisfaction and Santa Support Study Just Released

MaritzCX

Hot off the press – the 2013 RCSASSS determines who is really worthy of leading Santa’s sleigh on Monday night. Enjoy and all of the best for the holidays from your friends at Maritz. Chris @christravell on Twitter

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Designing a Great Customer Experience Strategy

MaritzCX

Revolutionary products such as the iPhone flourish by providing a fantastic customer experience. It’s the product, the in-store experience, the applications, the customer service, the whole ecosystem.

Designing a Great Customer Experience Strategy

MaritzCX

Revolutionary products such as the iPhone flourish by providing a fantastic customer experience. It’s the product, the in-store experience, the applications, the customer service, the whole ecosystem.

Getting Inside the Mind of the Finicky Customer

MaritzCX

The more you know about your customers over time, the better and more relevant your marketing, products, and service will become to those customers.

Getting Inside the Mind of the Finicky Customer

MaritzCX

The more you know about your customers over time, the better and more relevant your marketing, products, and service will become to those customers.

So Does Apple Listen To Customers Or What?

MaritzCX

As always, the attention has revived the debate about whether Apple listens to customers. Industry lore has long held that Apple ignores customer input, and Senior VP of Worldwide Marketing Phil Schiller actually supported this belief recently during the Samsung legal case.

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So Does Apple Listen To Customers Or What?

MaritzCX

As always, the attention has revived the debate about whether Apple listens to customers. Industry lore has long held that Apple ignores customer input, and Senior VP of Worldwide Marketing Phil Schiller actually supported this belief recently during the Samsung legal case.

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Video: The Connection Between Happy Customers and Happy Employees

MaritzCX

Customer service levels have hit a ten year low, but there is hope. Some companies, like Embassy Suites are rewarding employees for providing outstanding customer service and believe. Are you tired of getting poor service?

Video: The Connection Between Happy Customers and Happy Employees

MaritzCX

Customer service levels have hit a ten year low, but there is hope. Some companies, like Embassy Suites are rewarding employees for providing outstanding customer service and believe. Are you tired of getting poor service?

The Connection Between Happy Customers and Happy Employees

MaritzCX

Customer service levels have hit a ten year low, but there is hope. Some companies, like Embassy Suites are rewarding employees for providing outstanding customer service and believe. Are you tired of getting poor service?

A Customer Experience Moment of Truth

MaritzCX

My unfortunate experience created a customer experience moment of truth for this flight attendant Recently, I was traveling from Frankfurt, Germany to Washington DC on a major airline.

A Customer Experience Moment of Truth

MaritzCX

My unfortunate experience created a customer experience moment of truth for this flight attendant Recently, I was traveling from Frankfurt, Germany to Washington DC on a major airline.

5 Point Versus 11 Point Scales – Part 1

MaritzCX

At MaritzCX, we are often asked, “Which scale should I use on my customer experience study?” ” In this three part series, we will look at some of the analytical differences between scales that can be attributed to only the scale itself.

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Welcome to the New Playing Field: Age of the Customer

MaritzCX

Today, according to Forrester Research and many others, we are in what is being called the Age of the Customer. Companies recognizing these changes are reaping the benefits in gaining, keeping and expanding their relationship with customers.

Welcome to the New Playing Field: Age of the Customer

MaritzCX

Today, according to Forrester Research and many others, we are in what is being called the Age of the Customer. Companies recognizing these changes are reaping the benefits in gaining, keeping and expanding their relationship with customers.