Professional Customer vs. Private Consumer: Aren’t We All Humans?

MaritzCX

Research agencies typically differentiate between business-to-business and business-to-consumer sectors. Moreover, market research and CEM in consumer markets is supposed to be more developed and professional as well as more advanced in terms of methods and techniques.

Professional Customer vs. Private Consumer: Aren’t We All Humans?

MaritzCX

Research agencies typically differentiate between business-to-business and business-to-consumer sectors. Moreover, market research and CEM in consumer markets is supposed to be more developed and professional as well as more advanced in terms of methods and techniques.

Professional Customer vs. Private Consumer: Aren’t We All Humans?

MaritzCX

Research agencies typically differentiate between business-to-business and business-to-consumer sectors. Moreover, market research and CEM in consumer markets is supposed to be more developed and professional as well as more advanced in terms of methods and techniques.

What Do Consumers Value Most In Retail Banking, and How Are Banks Delivering?

MaritzCX

As I described here recently, banks can get big financial rewards for even modest improvements in customer experience (CX).

What Do Consumers Value Most In Retail Banking, and How Are Banks Delivering?

MaritzCX

As I described here recently, banks can get big financial rewards for even modest improvements in customer experience (CX).

What Do Consumers Value Most In Retail Banking, and How Are Banks Delivering?

MaritzCX

As I described here recently, banks can get big financial rewards for even modest improvements in customer experience (CX). Allegiance’s Pulse of America benchmark data and some conservative industry assumptions show that a bank with a million retail customers can gain $14M in increased retention, $12.5M in increased referrals, and $7M in increased share of. View Article

Fake Reviews – Now Things are Getting Even More Serious: The First (Near) Prosecution I’ve Seen

MaritzCX

In July, I posted an article about the Maritz Research 2013 Online Customer Review study that showed about one in four consumers thought the information presented on dedicated review and rating sites is unfair. Part of the reason for the perceived unfairness was that customers were concerned about fake reviews. If you haven’t seen it. View Article

Study 200

Fake Reviews – Now Things are Getting Even More Serious: The First (Near) Prosecution I’ve Seen

MaritzCX

In July, I posted an article about the Maritz Research 2013 Online Customer Review study that showed about one in four consumers thought the information presented on dedicated review and rating sites is unfair. Part of the reason for the perceived unfairness was that customers were concerned about fake reviews. If you haven’t seen it. View Article

Study 200

The Magic Sauce is in the People: Some things are too important for technology alone

MaritzCX

People are time consuming, expensive, and, well, they just complicate things. When Mom was diagnosed with Alzheimer’s and put me in charge, I turned to technology for help instead of people. Technology is fast, efficient, and easy. I had everything in control. Or so I thought.

The Magic Sauce is in the People: Some things are too important for technology alone

MaritzCX

People are time consuming, expensive, and, well, they just complicate things. When mom was diagnosed with Alzheimer’s and put me in charge, I turned to technology for help instead of people. Technology is fast, efficient, and easy. I had everything in control. Or so I thought.

Maritz Introduces MindMeld™

MaritzCX

MindMeld™ utilizes high frequency scanning of alpha, beta, gamma, and delta brain scanning of consumers via an installed CRT scanning device in each dealership.

Maritz Introduces MindMeld™

MaritzCX

MindMeld™ utilizes high frequency scanning of alpha, beta, gamma, and delta brain scanning of consumers via an installed CRT scanning device in each dealership.

Bad Customer Experience Is Worse Than Crap

MaritzCX

I recently stumbled upon a 2010 Consumer Reports study where Americans rated poor customer experiences like hidden fees and incomprehensible bills as more annoying than dog poop. Okay, I used a crass headline to get your attention. But it turns out to be true.

Study 260

Bad Customer Experience Is Worse Than Crap

MaritzCX

I recently stumbled upon a 2010 Consumer Reports study where Americans rated poor customer experiences like hidden fees and incomprehensible bills as more annoying than dog poop. Okay, I used a crass headline to get your attention. But it turns out to be true.

Study 260

Consumer Reports says Apple does customer service better

Service Untitled

For post-sales service, Consumer Reports ranked Apple Customer Service ahead of other companies for best PC tech support with the company scoring an 86 out of a possible 100 points. The ultimate success of a company is predicated on exceptional customer service experiences.

When Can We Use Mobile Wallets Everywhere?

MaritzCX

More and more consumers are using Smartphones, and in the same way as many people use their phone for their digital music device. Every time I’m stuck waiting in line for someone to write a check, I wonder when mobile wallet will really take off.

When Can We Use Mobile Wallets Everywhere?

MaritzCX

More and more consumers are using Smartphones, and in the same way as many people use their phone for their digital music device. Every time I’m stuck waiting in line for someone to write a check, I wonder when mobile wallet will really take off.

Top Truths and Myths About Customer Experience

MaritzCX

If you are a consumer, if you care about customers, if you have a desire to improve the customer experience, then you are qualified. There are some misconceptions regarding customer experience needing clarification. Read on to educate yourself about common truths and myths. “I I don’t have to be an expert to launch a program.” View Article. General

Top Truths and Myths About Customer Experience

MaritzCX

If you are a consumer, if you care about customers, if you have a desire to improve the customer experience, then you are qualified. There are some misconceptions regarding customer experience needing clarification. Read on to educate yourself about common truths and myths. “I I don’t have to be an expert to launch a program.” View Article

Top Truths and Myths About Customer Experience

MaritzCX

If you are a consumer, if you care about customers, if you have a desire to improve the customer experience, then you are qualified. There are some misconceptions regarding customer experience needing clarification. Read on to educate yourself about common truths and myths. “I I don’t have to be an expert to launch a program.” View Article

Ubiquitous Reviews and Low Participation: Two More Threats to Dedicated Review Sites

MaritzCX

Again this week my colleague Dr. David Ensing has done an excellent job in cooking up some thought-provoking food for thought when it comes to consumer review sites. Can they be trusted? Those marketing to the automotive industry, and individuals within the manufacturers who are using these sites for research, may need to heed some. View Article. Automotive

Ubiquitous Reviews and Low Participation: Two More Threats to Dedicated Review Sites

MaritzCX

Again this week my colleague Dr. David Ensing has done an excellent job in cooking up some thought-provoking food for thought when it comes to consumer review sites. Can they be trusted? Those marketing to the automotive industry, and individuals within the manufacturers who are using these sites for research, may need to heed some. View Article

Ubiquitous Reviews and Low Participation: Two More Threats to Dedicated Review Sites

MaritzCX

Again this week my colleague Dr. David Ensing has done an excellent job in cooking up some thought-provoking food for thought when it comes to consumer review sites. Can they be trusted? Those marketing to the automotive industry, and individuals within the manufacturers who are using these sites for research, may need to heed some. View Article

The Magic Sauce is in the People: Some things are too important for technology alone

MaritzCX

People are time consuming, expensive, and, well, they just complicate things. When mom was diagnosed with Alzheimer’s and put me in charge, I turned to technology for help instead of people. Technology is fast, efficient, and easy. I had everything in control. Or so I thought. Software, interfaces, and online tools gave me the illusion. View Article

Maritz Introduces MindMeld™

MaritzCX

MindMeld™ utilizes high frequency scanning of alpha, beta, gamma, and delta brain scanning of consumers via an installed CRT scanning device in each dealership. Maritz Research today announced the successful launch of MindMeld™, the future of all Customer Experience Management programs after the installation of MindMap™ technology in over 5,000 dealerships in North America.

Bad Customer Experience Is Worse Than Crap

MaritzCX

I recently stumbled upon a 2010 Consumer Reports study where Americans rated poor customer experiences like hidden fees and incomprehensible bills as more annoying than dog poop. Okay, I used a crass headline to get your attention. But it turns out to be true. And the fun doesn't stop there. By my count, eleven of the top twenty annoyances are customer experiences (and a few others are arguable

Study 200

Sunlight Kills Vampires and Causes Higher Ratings

MaritzCX

Michael Allenson’s latest column in Survey Magazine titled Sunlight Kills Vampires and Causes Higher Ratings explores how consumer ratings vary from state to state. His third column also debuts our new Survey Says logo. Michael uses CEBenchmarks to reveal how customers in different parts of the country tend to have a positive or negative skew. View Article. General

Survey 200

Sunlight Kills Vampires and Causes Higher Ratings

MaritzCX

Michael Allenson’s latest column in Survey Magazine titled Sunlight Kills Vampires and Causes Higher Ratings explores how consumer ratings vary from state to state. His third column also debuts our new Survey Says logo. Michael uses CEBenchmarks to reveal how customers in different parts of the country tend to have a positive or negative skew. View Article

Survey 200

Sunlight Kills Vampires and Causes Higher Ratings

MaritzCX

Michael Allenson’s latest column in Survey Magazine titled Sunlight Kills Vampires and Causes Higher Ratings explores how consumer ratings vary from state to state. His third column also debuts our new Survey Says logo. Michael uses CEBenchmarks to reveal how customers in different parts of the country tend to have a positive or negative skew. View Article

Survey 200

When Can We Use Mobile Wallets Everywhere?

MaritzCX

More and more consumers are using Smartphones, and in the same way as many people use their phone for their digital music device. Every time I’m stuck waiting in line for someone to write a check, I wonder when mobile wallet will really take off. Mobile wallets are gaining popularity, but they’re not there yet. View Article

The Case FOR Customer Experience as a Business Strategy

Horizon CX

Those who had poor CX performance lagged behind the index by almost 20% - Watermark Investment Consulting Consistency: In the UK, a £100 investment in the National Consumer Satisfaction Index fund in 2007 would have by June 2011 returned £159 whilst the same investment in the FTSE 100 would have returned just £94.

Quality and Consistency Wins Business and Drives Revenues

Horizon CX

I figure as long as I also consume my requisite daily intake of fruits, vegetables, and whole grains, I’m in good accord. I like pizza. I think I’m among a majority of people who do. And, pizza I would say is as much a commodity as coffee—although people certainly have their preferences and favorites for sure. While I’m not here to debate the nutritional merits of pizza, I will admit that I have this craving I must satisfy every couple of weeks.

B2B 122

Yelp Consumer Infographics Worth Reading

ReviewTrackers

The relationship between Yelp and consumer behavior is obvious, and there are plenty of research infographics to back up the claim. A smaller group of consumers – 42 percent – will make a purchase within a day. The survey also revealed that 44 percent of consumers used Yelp.

More to customer loyalty than just having a great product

Service Untitled

Consumers readily tell us what displeases them, which for the astute listener and passionate organization owner, then helps us to analyze our strengths and weaknesses. Meanwhile the “regulars” may have to tolerate poor support and lose out on the benefits offered to new consumers.

Why Map an Ideal Customer Experience?

Aveus

An example for health insurers is fixing the current pain point of the “Explanation of Benefits”, or “EOB” — the statements insured consumers get after a doctor visit. Like the old cliché “If you don’t know where you are going, how will you know if you get there?”

‘WOW’ customer service has to be reliable and consistent

Service Untitled

” Being a good listener and being able to convince a customer you have the empathy and compassion for their problem and you are willing to solve their problem within the realm of your responsibilities, builds consumer confidence and repeat customers.

Avoid costly mistakes by creating a better call center for customers

Service Untitled

With consumers very willing to switch brands nowadays for better service, and even if it means spending more money, statistics show that 73 percent of consumers will eagerly make the change.