2013 Maritz Customer Experience Summit – Las Vegas

MaritzCX

We just finished up our 2013 Customer Experience Summit in Las Vegas – Understanding and Managing the Customer Journey – and there was a lot to talk about. Thanks to everybody who came. We really appreciate it. Here’s a few musings. And have a good weekend. christravell PS One of the highlights of the. View Article

Video: 2013 Maritz Customer Experience Summit – Las Vegas

MaritzCX

We just finished up our 2013 Customer Experience Summit in Las Vegas – Understanding and Managing the Customer Journey – and there was a lot to talk about. Thanks to everybody who came. We really appreciate it. Here’s a few musings. And have a good weekend. christravell PS One of the highlights of the. View Article. Automotive

Video 200

Video: 2013 Maritz Customer Experience Summit – Las Vegas

MaritzCX

We just finished up our 2013 Customer Experience Summit in Las Vegas – Understanding and Managing the Customer Journey – and there was a lot to talk about. Thanks to everybody who came. We really appreciate it. Here’s a few musings. And have a good weekend. christravell PS One of the highlights of the. View Article

Video 200

Google Think Auto 2013 Conference – Reflections

MaritzCX

Looking for ideas to enhance the customer experience in the automotive industry is a fascinating journey. Our company spends a lot of time studying and measuring the customer experience and yesterday was special because I was at the Google Think Auto conference and it gets you thinking. A highlight was the retail expert from the UK. View Article. Automotive

Google Think Auto 2013 Conference – Reflections

MaritzCX

Looking for ideas to enhance the customer experience in the automotive industry is a fascinating journey. Our company spends a lot of time studying and measuring the customer experience and yesterday was special because I was at the Google Think Auto conference and it gets you thinking. A highlight was the retail expert from the UK. View Article

Google Think Auto 2013 Conference – Reflections

MaritzCX

Looking for ideas to enhance the customer experience in the automotive industry is a fascinating journey. Our company spends a lot of time studying and measuring the customer experience and yesterday was special because I was at the Google Think Auto conference and it gets you thinking. A highlight was the retail expert from the UK. View Article

VoCFusion 2013 – World’s Largest Voice of Customer Event

MaritzCX

Allegiance is very excited to announce the full schedule of 60 sessions, including expert speakers, case study presentations and workshops, at this year's VoCFusion 2013 event. It promises to be the largest Voice of Customer event ever, with a keynote address by best-selling author and political analyst Nate Silver

VoCFusion 2013 – World’s Largest Voice of Customer Event

MaritzCX

Allegiance is very excited to announce the full schedule of 60 sessions, including expert speakers, case study presentations and workshops, at this year's VoCFusion 2013 event. It promises to be the largest Voice of Customer event ever, with a keynote address by best-selling author and political analyst Nate Silver

Customer service week 2013

Very Best Service

It is customer service week 7-13 October 2013. Surely this week is an opportunity to communicate to your employees and customers and ask then to join in a celebration of customer service. Please make sure that you take part in this 2013 customer service week, more and more of your customers are expecting you to. customer service celebration customer service week Time to celebrate.

Customers. Culture. Commitment.

MaritzCX

Customers. One of my favorite things this past year has been meeting customers. When our customers are successful we are successful as a company. I have learned some valuable things during my first year as CEO of Allegiance and would like to share a few of them with you.

Customers. Culture. Commitment.

MaritzCX

Customers. One of my favorite things this past year has been meeting customers. When our customers are successful we are successful as a company. I have learned some valuable things during my first year as CEO of Allegiance and would like to share a few of them with you.

Customer Journey – Part Two

MaritzCX

Here is the second of three posts discussing our findings from the 2013 Maritz Customer Journey Study. It points out the benefit of providing outstanding customer service, and what happens if brands / dealers miss the mark. Punishment is harsh. Until next time. christravell PS. This is an observation, and possibly a rant. View Article

The Unexpected Customer

MaritzCX

Some friends of mine asked me to give up a workday and volunteer time at the local thrift store. Our local thrift store asks for volunteers to get the community more engaged in their efforts.

Video: Customer Journey – Part Two

MaritzCX

Here is the second of three posts discussing our findings from the 2013 Maritz Customer Journey Study. It points out the benefit of providing outstanding customer service, and what happens if brands / dealers miss the mark. Punishment is harsh. Until next time. christravell PS. This is an observation, and possibly a rant. View Article. Automotive

Video 200

Video: Customer Journey – Part Two

MaritzCX

Here is the second of three posts discussing our findings from the 2013 Maritz Customer Journey Study. It points out the benefit of providing outstanding customer service, and what happens if brands / dealers miss the mark. Punishment is harsh. Until next time. christravell PS. This is an observation, and possibly a rant. View Article

Video 200

Forget the customer experience: you have to remember the customer first

MaritzCX

How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer if you are nicer to a brand’s customer service team?

Forget the customer experience: you have to remember the customer first

MaritzCX

How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer if you are nicer to a brand’s customer service team?

Customer Champion Award Winners

MaritzCX

Allegiance congratulates Edouard Piquet of Aeromexico and Jimmy Stead of Frost Bank for being named 2013 1to1 Media Customer Champion Award winners. What does it take to be a champion? Aeromexico and Frost Bank understand what it takes—they know the value of using the right solutions to accelerate results. Each individual has implemented strategic practices. View Article

Customer Champion Award Winners

MaritzCX

Allegiance congratulates Edouard Piquet of Aeromexico and Jimmy Stead of Frost Bank for being named 2013 1to1 Media Customer Champion Award winners. What does it take to be a champion? Aeromexico and Frost Bank understand what it takes—they know the value of using the right solutions to accelerate results. Each individual has implemented strategic practices. View Article

Customer Champion Award Winners

MaritzCX

Allegiance congratulates Edouard Piquet of Aeromexico and Jimmy Stead of Frost Bank for being named 2013 1to1 Media Customer Champion Award winners. What does it take to be a champion? Aeromexico and Frost Bank understand what it takes—they know the value of using the right solutions to accelerate results. Each individual has implemented strategic practices. View Article

Customer Service and Customer Experience

MaritzCX

I often talk with organizations that are just starting to focus on and understand their customers. They see customer service as something they “do” to the customer.

Customer Service and Customer Experience

MaritzCX

I often talk with organizations that are just starting to focus on and understand their customers. They see customer service as something they “do” to the customer.

Whose Customer is it Anyway? Part Two

MaritzCX

Fitbit’s customer care told me to take it back to the retailer, when all I really wanted was for the manufacturer to exchange it for a different version. Yesterday I shared my experience with my Fitbit and how when I bought the newer version, Flex, I felt it just didn’t stack up.

Whose Customer is it Anyway? Part Two

MaritzCX

Fitbit’s customer care told me to take it back to the retailer, when all I really wanted was for the manufacturer to exchange it for a different version. Yesterday I shared my experience with my Fitbit and how when I bought the newer version, Flex, I felt it just didn’t stack up.

Getting customers to respond to your survey is now easier

MaritzCX

We had talked about some of our innovations and how they could help his brand improve customer satisfaction and loyalty. I was meeting with a well-known brand’s insight manager earlier this week and we had discussed the usual challenges that a medium sized retailer has.

Survey 260

Engaging surveys for your customers so they give valuable feedback

MaritzCX

You remember last week that we posed the questions: How do your customers respond to the (Maritz enabled) survey and when they do, how do you engage with them?

Getting customers to respond to your survey is now easier

MaritzCX

We had talked about some of our innovations and how they could help his brand improve customer satisfaction and loyalty. I was meeting with a well-known brand’s insight manager earlier this week and we had discussed the usual challenges that a medium sized retailer has.

Survey 260

Engaging surveys for your customers so they give valuable feedback

MaritzCX

You remember last week that we posed the questions: How do your customers respond to the (Maritz enabled) survey and when they do, how do you engage with them?

Getting customers to respond to your survey is now easier

MaritzCX

We had talked about some of our innovations and how they could help his brand improve customer satisfaction and loyalty. I was meeting with a well-known brand’s insight manager earlier this week and we had discussed the usual challenges that a medium sized retailer has.

Survey 260

Engaging surveys for your customers so they give valuable feedback

MaritzCX

You remember last week that we posed the questions: How do your customers respond to the (Maritz enabled) survey and when they do, how do you engage with them?

It’s Time to Climb out of Our Customer Experience Measurement Box

MaritzCX

My colleague, Michael Allenson, has some additional points about the customer journey which are both valuable and pertinent, especially as they relate to the potential shortcomings of CRM.

It’s Time to Climb out of Our Customer Experience Measurement Box

MaritzCX

My colleague, Michael Allenson, has some additional points about the customer journey which are both valuable and pertinent, especially as they relate to the potential shortcomings of CRM.

One Question that Leads to Misguided Customer Experience Management

MaritzCX

The last time I checked, the reason we do customer experience research is to understand how a company delivers a great experience to its customers.

One Question that Leads to Misguided Customer Experience Management

MaritzCX

The last time I checked, the reason we do customer experience research is to understand how a company delivers a great experience to its customers.

Customer Rating and Review Sites: An Upcoming Crisis of Confidence?

MaritzCX

a study he did on customer review sites. My colleague Dr. David Ensing was quoted in Automotive News yesterday re. This is a hot topic for many automotive manufacturers. The link to the article is below as is Dave’s overview of the study.

Customer Rating and Review Sites: An Upcoming Crisis of Confidence?

MaritzCX

a study he did on customer review sites. My colleague Dr. David Ensing was quoted in Automotive News yesterday re. This is a hot topic for many automotive manufacturers. The link to the article is below as is Dave’s overview of the study.

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

MaritzCX

Research agencies typically differentiate between business-to-business and business-to-consumer sectors. B2B specialists tend to be the ugly ducklings that represent a relatively small portion of the overall business.