Fostering Good Customer Relations on the Front Line

MaritzCX

Customer loyalty is built on customer relations. The front desk clerk, the counter clerk or even the security guards can make or break your business based on the impression they leave with customers. Whether you are in a service-oriented business, manufacturing, education or the health care field, your goal is to make that first impression. View Article

2007 200

Fostering Good Customer Relations on the Front Line

MaritzCX

Customer loyalty is built on customer relations. The front desk clerk, the counter clerk or even the security guards can make or break your business based on the impression they leave with customers. Whether you are in a service-oriented business, manufacturing, education or the health care field, your goal is to make that first impression. View Article

2007 200
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Fostering Good Customer Relations on the Front Line

MaritzCX

Customer loyalty is built on customer relations. The front desk clerk, the counter clerk or even the security guards can make or break your business based on the impression they leave with customers. Whether you are in a service-oriented business, manufacturing, education or the health care field, your goal is to make that first impression. View Article

2007 200

The Right Sized Survey

MaritzCX

The average marketing manager should be able to put together a good survey. However, somehow this is not happening as often as one would expect. This article offers insights on how to make this process easier

2007 200

The Right Sized Survey

MaritzCX

The average marketing manager should be able to put together a good survey. However, somehow this is not happening as often as one would expect. This article offers insights on how to make this process easier

2007 200

The Right Sized Survey

MaritzCX

The average marketing manager should be able to put together a good survey. However, somehow this is not happening as often as one would expect. This article offers insights on how to make this process easier

2007 200

The Basics: Customer Surveys

MaritzCX

If your company would like to know the needs and desires of its customers, then conducting a customer survey is one of the best tools to use. Here are 3 areas of customer survey which are all essential for your company to know

2007 200

The Basics: Customer Surveys

MaritzCX

If your company would like to know the needs and desires of its customers, then conducting a customer survey is one of the best tools to use. Here are 3 areas of customer survey which are all essential for your company to know

2007 200

Customer Satisfaction Index (ACSI). What is it?

MaritzCX

One way to benchmark the level of satisfaction of your customers is through a customer satisfaction index. One of the leading customer satisfaction indexes in the world is the American Customer Satisfaction Index (ACSI). The ACSI helps determine how satisfied consumers in the US are, so that consumer behavior can be understood. ACSI personnel question. View Article

2007 200

Customer Satisfaction Index (ACSI). What is it?

MaritzCX

One way to benchmark the level of satisfaction of your customers is through a customer satisfaction index. One of the leading customer satisfaction indexes in the world is the American Customer Satisfaction Index (ACSI). The ACSI helps determine how satisfied consumers in the US are, so that consumer behavior can be understood. ACSI personnel question. View Article

2007 200

Customer Satisfaction Index (ACSI). What is it?

MaritzCX

One way to benchmark the level of satisfaction of your customers is through a customer satisfaction index. One of the leading customer satisfaction indexes in the world is the American Customer Satisfaction Index (ACSI). The ACSI helps determine how satisfied consumers in the US are, so that consumer behavior can be understood. ACSI personnel question. View Article

2007 200

The Right CRM & EFM Software – Key to Your Success

MaritzCX

Keeping tabs on customer information is an important piece of your company's operations. As such, Enterprise feedback management (EFM) and Customer Relationship Management (CRM) solutions are equally important to the success of your company. And this article explains why

2007 200

The Right CRM & EFM Software – Key to Your Success

MaritzCX

Keeping tabs on customer information is an important piece of your company's operations. As such, Enterprise feedback management (EFM) and Customer Relationship Management (CRM) solutions are equally important to the success of your company. And this article explains why

2007 200

The Right CRM & EFM Software – Key to Your Success

MaritzCX

Keeping tabs on customer information is an important piece of your company's operations. As such, Enterprise feedback management (EFM) and Customer Relationship Management (CRM) solutions are equally important to the success of your company. And this article explains why

2007 200

What Halloween Has Taught Me About Customer Experience

MaritzCX

Halloween night 2007 was the perfect Halloween. I was old enough to go trick or treating without an adult, but young enough to not have my neighbors wonder why I was still asking for candy. My younger siblings were in bed being too little to join in on the candy collecting festivities of the evening. View Article. General

2017 200

What Halloween Has Taught Me About Customer Experience

MaritzCX

Halloween night 2007 was the perfect Halloween. I was old enough to go trick or treating without an adult, but young enough to not have my neighbors wonder why I was still asking for candy. My younger siblings were in bed being too little to join in on the candy collecting festivities of the evening. View Article

2017 187

My Manifesto: Experience Matters

Experience Matters

In September 2007 I published my initial manifesto: Great Customer Experience Is Free. It seems appropriate for my new manifesto to take on the name of this blog, which I started in June 2007. I still fully believe in the elements of that post.

2007 89

My Manifesto: Experience Matters

Experience Matters

In September 2007 I published my initial manifesto: Great Customer Experience Is Free. It seems appropriate for my new manifesto to take on the name of this blog, which I started in June 2007. I still fully believe in the elements of that post.

2007 77

Forrester’s Digital Go-To-Market Review: Consumer Electronics Edition

Forrester's Customer Insights

Electronics store sales peaked in 2007, and since then, an ever-growing proportion of consumer electronics sales has moved online.* Our latest update to our Digital Go-To-Market Review series for brands looks at the consumer electronics sector.

2007 48

Designing a Great Customer Experience Strategy

MaritzCX

Apple founder Steve Jobs said when announcing the iPhone in 2007, “Every once in awhile a revolutionary product comes along that changes everything.” However, the product is only part of the story. 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.

2012 200

Designing a Great Customer Experience Strategy

MaritzCX

Apple founder Steve Jobs said when announcing the iPhone in 2007, “Every once in awhile a revolutionary product comes along that changes everything.” However, the product is only part of the story. 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.

2012 200

Designing a Great Customer Experience Strategy

MaritzCX

Apple founder Steve Jobs said when announcing the iPhone in 2007, “Every once in awhile a revolutionary product comes along that changes everything.” However, the product is only part of the story. 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.

2012 200

Why Should Your Bank Improve CX? $12.5m in Acquisition from Referrals (Part 2 of 3)

MaritzCX

Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. This is the second in a series of posts in which I share tidbits of insight to help practitioners make the business case for improvement. I shared the details of the retention increase in my last post.

2013 200

Why Should Your Bank Improve CX? $12.5m in Acquisition from Referrals (Part 2 of 3)

MaritzCX

Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. This is the second in a series of posts in which I share tidbits of insight to help practitioners make the business case for improvement. I shared the details of the retention increase in my last post. Here are similar details for referral-based acquisition

2013 200

Why Should Your Bank Improve CX? $12.5m in Acquisition from Referrals (Part 2 of 3)

MaritzCX

Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. This is the second in a series of posts in which I share tidbits of insight to help practitioners make the business case for improvement. I shared the details of the retention increase in my last post. Here are similar details for referral-based acquisition

2013 200

Why Should Your Bank Improve CX? $14m in Retained Revenue (Part 1 of 3)

MaritzCX

Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. Now I thought I'd share some tidbits publicly. Look out for a series of related posts over the coming weeks. To begin, let's consider the state of banking CX at a high level.

2013 200

Why Should Your Bank Improve CX? $14m in Retained Revenue (Part 1 of 3)

MaritzCX

Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. Now I thought I'd share some tidbits publicly. Look out for a series of related posts over the coming weeks. To begin, let's consider the state of banking CX at a high level.

2013 200

Why Should Your Bank Improve CX? $14m in Retained Revenue (Part 1 of 3)

MaritzCX

Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. Now I thought I'd share some tidbits publicly. Look out for a series of related posts over the coming weeks. To begin, let's consider the state of banking CX at a high level.

2013 200

Talk to the Hand: New Approaches in Web Survey Design

MaritzCX

June 29, 2007 changed the CX industry. Any guess as to the product introduced a little over 10 years ago that has had a profound impact on not only the research industry, but human behavior overall? If you need a hint, there is a good chance it may have woken you up this morning. View Article. General

2017 200

Who Tweeted It First: Customer Success Edition

Amity

— Jan Poston Day (@jpostonday) November 2, 2007. — eBusiness Services (@ebusiness) April 17, 2007. — ZDNet (@ZDNet) November 28, 2007. — Chris Abraham (@chrisabraham) March 3, 2007. — muckdog (@muckdog) May 29, 2007. — EyesOnSales (@EyesOnSales) June 28, 2007. " — Peter Merholz (@peterme) March 24, 2007. — Denise Wymore (@denisewymore) May 22, 2007. — john (@jpapa) January 30, 2007.

2007 54

Talk to the Hand: New Approaches in Web Survey Design

MaritzCX

June 29, 2007 changed the CX industry. Any guess as to the product introduced a little over 10 years ago that has had a profound impact on not only the research industry, but human behavior overall? If you need a hint, there is a good chance it may have woken you up this morning. View Article

2017 140

Are PWAs At An Inflection Point?

Forrester's Customer Insights

It’s arguable that Steve Jobs announced them back in 2007—although his enthusiasm may have been curbed later by the fees the Apple App Store could claim for iOS platform apps. Progressive web apps (PWAs) have been around since the standard was created by Google in 2015.

2007 49

Four of the Most Successful Employee Engagement Strategies Also Drive Customer Experience

CX University

4, (Apr 2007): 30-33. There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, “How do we know which best practices will most benefit our employee engagement initiatives? Which should I apply in my business?”. So my team and I embarked on a mission to exhume the real nuts and bolts of engagement.

2018 175

Introducing Forrester's B2B Tech Customer Experience Index Methodology

Forrester

Since 2007, Forrester has helped consumer brands evaluate the experience they deliver to their customers with our Customer Experience Index (CX Index™). This methodology powerfully demonstrates to business-to-consumer (B2C) companies the link between CX and customer loyalty. Business-to-business (B2B) firms can benefit from a similar methodology to assess their emerging CX practices.

2016 52

First 100% Remote Airline Loyalty Implementation from LoyaltyPlus

LoyaltyPlus

In fact, it’s been in the cloud since 2007 and is already tried and tested across our entire customer base. We’re all very aware of the unique and unprecedented challenges airlines face today. Loyalty programs will play a pivotal role in getting passengers back onto your aircraft, agreed?