MaritzCX

Apollo 13: NASA’s Greatest Innovation Moment 50 Years Ago

MaritzCX

In normal times, most companies recognize that delivering an outstanding customer experience is a major factor in both customer retention and overall company success. During a crisis understanding the customer experience can become downright critical.

Why Customer Experience Is Now Job No. 1 for CEOs

MaritzCX

This article was originally published here. Compelling Experiences Require Leadership to Focus Job No. 1 for CEOs today is ensuring the company delivers a compelling customer experience.

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Making the Automotive Service Experience Exceptional: Part 1 of 3

MaritzCX

Taking Care of Your Customers “Before” Buying a new car or truck is magical. We work in the business so we can forget how special it is to our customers. And at best it only happens every three to five years, often much longer, so it is truly a special event.

4 Keys to Successful Customer Communication in the Coronavirus Era

MaritzCX

This article was originally published here. The coronavirus pandemic has done more than upended how brands communicate with customers—it has completely changed the lives of customers across the globe.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Follow the CX Tea Leaves

MaritzCX

Capitalizing on Small Wins for Agility and Growth Unifying the customer experience across every channel doesn’t necessarily have to start with a fully baked, end-to-end CX plan.

What Does Customer Experience Look Like in the World of Coronavirus?

MaritzCX

This article was originally published by Inmoment. Putting Customers and Businesses at Ease We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations!

Employee Experience: Seeing the Forest for the Trees

MaritzCX

Let me just qualify something here before I get started: I have good kids. Really good kids, in fact. Kids that make me proud 98.7% of the time. But then there’s the other 1.3% of the time, and all you parents out there know what I’m talking about. Yep, that’s where we begin today… My. View Article.

Making the Automotive Service Experience Exceptional: Part 3 of 3

MaritzCX

Taking Care of Your Customers “After” This is the last of three blogs discussing an exceptional Service Experience. The first two looked at what happens Before and During the service. Today we’ll look at what happens After vehicle servicing is completed.

5 Tips From Volvo on Transforming the Customer Experience

MaritzCX

Volvo Sees Increase in NPS by Leveraging CX Insights When Volvo started its CX programme, the company was fixated on getting a higher response rate and higher NPS scores.

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8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Cracking the Patient Experience Conundrum

MaritzCX

The Innovative Approach to Amplifying the Patient Experience Providing a patient experience that exceeds expectations has become increasingly important within the healthcare industry.

5 Ways AI Drives Customer Experience Innovation

MaritzCX

The Role of Artificial Intelligence in Customer Experiences It’s 2020, and most will admit we aren’t where some scientists and experts thought we would be when it comes to flying cars, teleportation, time travel, and other futuristic concepts.

Smart Speakers Give Companies a New Way to Collect Customer Feedback

MaritzCX

MaritzCX Continues to Focus on New Innovative Ways to Deliver Better CX A new method of Customer Experience data collection is emerging with Natural Voice. Everyone’s heard of Alexa, Siri, Google Home and Cortana, all Voice Recognition Software.

Maximize Your CX Program With Text Analytics

MaritzCX

Text analytics, also known as text mining, is a technology that turns that unstructured information into structured information so that it can be properly analyzed by business intelligence systems. From there, the data can be used to guide business changes and increase customer satisfaction.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Innovative Lessons from the Miracle Mets of 1969: Part 3 of 3

MaritzCX

This is the final post in a 3 part series. Read the first two parts: Part 1 | Part 2 How the Worst Team in Baseball History Innovated to Win the World Series 50 Years Ago A Nostalgic View of Baseball The 2020 baseball season will shortly be getting underway in the wake of some. View Article.

Get Inspired at the Experience Management Event of the Year

MaritzCX

EXPERIENCE FORUM 2019 NYC Whether your focus is customer, employee, or patient experience, join us for this action-packed event.

Innovation Lessons from the Miracle Mets of 1969: Part 2 of 3

MaritzCX

How the Worst Team in Baseball History Innovated to Win the World Series 50 Years Ago The New York Mets of 1969 Even if you’re not a baseball fan, the magical tale of the Miracle Mets of 1969 is captivating. It’s one of those, “you’d never believe it if it didn’t actually happen” stories that.

Customer Experience Will Be The Reason Businesses Survive COVID-19

MaritzCX

This article was originally published here. Regaining Traction in Business As Australia continues to manage the impact of the COVID-19 crisis, survival remains top-of-mind for businesses in every market.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

Techniques to Improve the Survey Experience on Mobile Devices

MaritzCX

The information in this article was originally shared in the MaritzCX webinar, Mobilize Me! Click here to listen to the webinar now.

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Re-Launching a Legacy VoC Program

MaritzCX

It’s important to challenge your way of thinking when it comes down to managing the customer experience, because there are always opportunities to improve how customers can communicate their feedback.

Deep Dive into NPS with the UK Consumer Study

MaritzCX

The Results Are In The UK Consumer Study produced by Bain & Company in partnership with MaritzCX is the first comprehensive annual survey of major UK industries and sub-industries, including Automotive, Travel, Logistics, Utilities, Technology and Media.

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Vehicle Manufacturers’ Secret Sauce: The MaritzCX New Vehicle Customer Study 50-Year Anniversary

MaritzCX

Look Who Turned 50! 2019 marks the 50-year anniversary of the MaritzCX New Vehicle Customer Study (NVCS)—the automotive industry’s largest and longest running buyer behavior consumer survey. The NVCS provides monthly consumer feedback about vehicle shopping, buying patterns, and feature preferences.

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[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

One Giant Leap is Necessary to Improve Your CX

MaritzCX

Lessons Learned from the Apollo Moon Mission In my first article in this series, on how to leverage the innovation process to improve the customer experience, I laid out my four simplified steps to innovation: Explore – understand customer needs, pain points and challenges at each step in the journey Ideate – generate ideas to. View Article.

The Power of Questions

MaritzCX

The Importance of Listening Imagine a scenario where you just met a new CX colleague for the first time at a conference or other similar professional networking event.

The Power of Expectations  

MaritzCX

Several years ago, before the term Customer Experience (CX) had become mainstream, I attended a lecture on Customer Satisfaction and why measuring it was important for businesses.

Get to Know Bruce Arnett: The CTO at MaritzCX

MaritzCX

The interview shared below was written and conducted by the CybageTimes. You can view the original article here. “Skill, ethics, and a purpose-driven outlook is what makes a great team deliver compelling customer experience and drives exceptional business performance.”

Just launched! 2020 Customer Education Benchmarks and Trends Report

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

Webinar: Now is the Time to Reinvent Your CX Program

MaritzCX

In 2020, CX programs continue to struggle to function at a state-of-the-art level. But the events of COVID-19 have made it more important to act now–and pivot to a customer-centric approach.

The Patient Experience: Gaining the Competitive Edge in Healthcare

MaritzCX

Are We Expecting Patients to be Patient? The definition of the adjective “patient” is: to accept or tolerate delays, problems, or suffering without becoming annoyed or anxious.

Improving Experiences in a Patient-as-Consumer World: Part 1 of 4

MaritzCX

Creating Elite Experiences for Today’s Modern Patients In just a few short years, technology and business innovations have fundamentally changed how people interact with—and what they expect from—the services and organizations they depend on.

An Automotive Delivery Your Customers Will Remember

MaritzCX

Delivering a New Vehicle is Special. Make it Memorable! The delivery is an important moment of truth that solidifies the customer’s feelings about their vehicle purchase.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

The Employee Experience is Crucial to a Successful Patient Experience

MaritzCX

Employee Experience and Patient Experience Go Hand-in-hand Let’s be clear: I love my job. Truly. In fact, I’m one of those people who truly enjoys going to work. Sickening? Perhaps. But hang on…here comes the punch line: it’s been A WEEK.

The VMware Culture Journey to Inspire Customer Centricity

MaritzCX

VMWare Inspires a Customer-Centric Culture Customer centricity is a hot topic in business these days, as more and more companies challenge themselves to foster a “customer-centric culture.”

Using Customer Experience to Prepare for the Future

MaritzCX

Learning to Adapt in a Changing Industry Industries across the entire business landscape are in a state of perpetual change and development.

5-Agile Best Practices from the MaritzCX Engineering Team

MaritzCX

MaritzCX “Agile” Workspace Promotes Employee & Business Success The overall goal of the agile method is to adapt to change and deliver working software as quickly as possible.

B2B Pocket Playbook: End-to-End Guide to Sales Enablement

Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.