MaritzCX

Re-Engage Your Customers with Customer-centric Research Methods

MaritzCX

Most customers want to tell their service providers about their experiences and relatively few customers take the trouble to contact a company proactively, leaving surveys as one of the primary ways of expressing feedback.

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.”

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.

Retail Auto: Carmaker Mega-Bonus Incentive Programs Prompt Dealership Behavioral Changes

MaritzCX

There’s a “cultural,” or if you will, “behavioral” change going on at car dealerships being driven by a source that might surprise many.

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The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Hear Your Customers Tell Their Stories

MaritzCX

Engaging Customers with Video Many brands are now choosing to tell their stories through video, and it’s not surprising to see why. 90% of customers say video helps them make buying decisions and 64% of customers say that seeing a video makes them more likely to buy (Forbes).

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Elevating Your CX Program Through Mystery Shopping

MaritzCX

Is your brand being properly represented at the front line? How do you know? Hear the answers to these questions and more!

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Benefits of Using QR Codes in Surveys: Part 2 of 2

MaritzCX

QR Codes on Receipt-Based Invitations Increase Response Rate For over five years, a MaritzCX client in the shipping industry used a receipt-based online survey to measure the customer’s retail experience.

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How Does a Voice of Customer (VoC) Program Work?

MaritzCX

This article features insights that were shared by Gillian Mackay, the Strategic Consulting Director at MaritzCX, and was originally published here. What is a Voice of the Customer Program? A Voice of Customer program refers to the process of capturing customer feedback so that a company can improve the customer experience (and consequently improve business. View Article. General

The Power of Customer-Centric Solutions

MaritzCX

As CX professionals, we are largely compelled to align with our respective organization’s sales and marketing functions, and for good reason—they are generally the ones carrying out the strategy and business goals established by leadership and guiding the rest of the organization forward.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

Best Practices of Setting up Case Management Programs

MaritzCX

Customers who complain and receive good resolution to their complaints are usually more loyal than customers who never complained at all. With that in mind, how do we identify and properly follow-up with customers who return a customer experience survey that indicates they had a problem?

Commonly Asked Customer Experience Questions Part 1: How Do I Increase Response Rates? Should I Shorten My Survey?

MaritzCX

This is the first part of a three-part blog series. It is December and that often means looking back over the past year. I’ve been doing a bit more than that. I’ve been looking back over my 20+ years of various research consulting roles within MaritzCX.

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How to Implement Experiential Marketing and Brand Loyalty Into Your CX Strategy

MaritzCX

Today’s connected world and ever-present technology have changed the way we think about engaging with companies. Whether you’re a major corporation, or a bustling startup, people expect their interactions to be something that wows them.

Behavioral Science Can Reveal Your Customers’ True Feelings

MaritzCX

Insights Come Hand and Hand with Listening There is no feedback more important for companies to utilize than the candid, true thoughts and feelings of employees and customers.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

A Whole-Field Approach to Data Integration

MaritzCX

Now that Summer is in full swing, many eyes are looking forward to another season of America’s Pastime, BASEBALL! As a baseball fan myself, I follow the team of my childhood, the 1992 and 1993 World Series Champions, the Toronto Blue Jays.

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Understanding the Emotional Connection to Your Brand

MaritzCX

The ROI of Feelings A recent study conducted by MaritzCX found that 80% of the companies who proactively gather, analyze, manage and use insights into customers’ feelings have better financial performance, year-over-year. Do you know how your customers feel about your brand?

3 Best Practices to Engage Your Frontline Employees

MaritzCX

Identifying the Problems Your Customers Encounter, Is Only Half the Battle Knowing how to resolve them, however, is what really matters. Many companies, while committed to improving the customer experience, are not where they want to be with their Voice of the Customer (VoC) initiative. In particular, the frontline managers and employees who directly shape. View Article. General

Benefits of Using QR Codes in Surveys: Part 1 of 2

MaritzCX

QR Codes Offer Convenience, Choice, and Enjoyment When Giving Feedback A well-known automotive manufacturer, and MaritzCX client, was interested in giving its customers and employees a convenient choice for solicited feedback.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

The Power of Positivity

MaritzCX

My good colleague and HorizonCX business partner Joe Camirand wrote a recent blog around The Power of a Smile. Consider this a companion blog that looks as the broader concept of being positive, to which a smile certainly belongs and serves as a great starter.

Relating Customer Experience to Customer Loyalty Part 3 of 3

MaritzCX

This is the last part of a three-part blog series based on the three questions I’ve been asked most frequently over my 20 years in various research consulting roles at MaritzCX. Last month I answered the question: “How do I set goals for my CX program?” If you are interested, that blog post is here.

Data Security, Privacy, and Trust

MaritzCX

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Lessons in CX Shared by Behavioral Scientists

MaritzCX

Creating value in and out of the workplace is a challenge for all businesses, especially when it comes to their CX programs. And understanding how to create that value, is an entirely different challenge.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

How to Turn Surveys from Being a Chore to a Choice

MaritzCX

This article was written by Gillian Mackay, Strategic Consulting Director at MaritzCX, and originally published here. Engaging Customers with Creative Technology You’ve just finished a call to your bank about a fairly mundane matter when you are asked to stay on the line to complete a telephone survey. Sound familiar? What do you do? View Article. General

Making Insight Actionable: Closing the Loop and Driving Action

MaritzCX

Customer experience is driven by a company’s ability to recognize opportunities and act on them at the proper time. The tools that provide the best outcomes are achieved by combining specific programs with appropriate actions.

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Video Brings Your Customer’s Insight to Life

MaritzCX

At 12:01AM on August 1, 1981 MTV took to the air waves and forever changed the music industry. Video offered a new perspective and changed how the world experienced music. Today, video is revolutionizing CX programs by offering a new perspective on how organizations see, hear, and respond to their customers. Join MaritzCX and LivingLens. View Article

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Backend Pain – We All Have It, So Let’s Fix It

MaritzCX

Understanding the Importance of a Structured Data Management System Data management is complex, messy, and outright confusing, which is why most enterprise CX teams choose to lower it on their list of priorities.

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To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Setting Attainable CX Goals: Part 2 of 3

MaritzCX

This is the second part of a three-part blog series. In this blog series, I’m focusing on the three questions I’ve been asked the most over my 20 years in various research consulting roles at MaritzCX. Last month I answered the question: “How do I increase response rates? Should I shorten my survey?”

Setting Attainable CX Goals: Part 2 of 3

MaritzCX

This is the second part of a three-part blog series. In this blog series, I’m focusing on the three questions I’ve been asked the most over my 20 years in various research consulting roles at MaritzCX. Last month I answered the question: “How do I increase response rates? Should I shorten my survey?”

Convergence and What It Means to CX

MaritzCX

I wish we had a crystal ball but we don’t. Despite that, we made a prediction back in the fall that the worlds of CX and CRM would continue coming together since it results in many benefits both for customers and organizations.

Video Brings Customer Insights to Life

MaritzCX

Bringing Insight to Life: Enhancing CX with Video In 1981, MTV changed the music industry forever by offering a new perspective with music videos. In this day and age, video is continuing to revolutionize, only this time with CX programs; by offering a new perspective on how organizations see, hear, and respond to their customers. View Article. General

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Perspectives from a Danish CX Practitioner

MaritzCX

British companies have come a long way with utilizing their data to identify customer needs and predict their future behavior and estimate future profitability (the so-called customer lifetime value).

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