Highlights from Day One at VoCFusion 2012

MaritzCX

More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012. In temperatures approaching 100 degrees, attendees stayed cool inside and shared experiences on how to apply customer intelligence to fuel financial and operational growth

2012 200

Highlights from Day One at VoCFusion 2012

MaritzCX

More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012. In temperatures approaching 100 degrees, attendees stayed cool inside and shared experiences on how to apply customer intelligence to fuel financial and operational growth

2012 200
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Highlights from Day One at VoCFusion 2012

MaritzCX

More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012. In temperatures approaching 100 degrees, attendees stayed cool inside and shared experiences on how to apply customer intelligence to fuel financial and operational growth

2012 200

Complimentary Webinar Oct. 29: Customer Service in the Age of the Customer

MaritzCX

This is one of the questions addressed in the complimentary webinar Customer Service in the Age of the Customer: The Secret to Balancing Cost and Customer Experience” on Monday, October 29, 2012, at 12 p.m. How do customer service execs strike the right balance of cost and quality in the new age of the customer?

2012 200

Complimentary Webinar Oct. 29: Customer Service in the Age of the Customer

MaritzCX

This is one of the questions addressed in the complimentary webinar Customer Service in the Age of the Customer: The Secret to Balancing Cost and Customer Experience” on Monday, October 29, 2012, at 12 p.m. How do customer service execs strike the right balance of cost and quality in the new age of the customer?

2012 200

Complimentary Webinar Oct. 29: Customer Service in the Age of the Customer

MaritzCX

This is one of the questions addressed in the complimentary webinar Customer Service in the Age of the Customer: The Secret to Balancing Cost and Customer Experience” on Monday, October 29, 2012, at 12 p.m. How do customer service execs strike the right balance of cost and quality in the new age of the customer?

2012 200

Video: Giving a Better Customer Experience Delivers $106,315 to the Bottom Line

MaritzCX

This afternoon we released the findings of our 2012 Customer Experience Payback Study. With all the buzz around the importance of elevating the customer experience, one can’t help but think… is it worth it? The study answers that question. We went back and interviewed customers of five year old vehicles to see what they did. View Article

2012 200

Giving a Better Customer Experience Delivers $106,315 to the Bottom Line

MaritzCX

This afternoon we released the findings of our 2012 Customer Experience Payback Study. With all the buzz around the importance of elevating the customer experience, one can’t help but think… is it worth it? The study answers that question. We went back and interviewed customers of five year old vehicles to see what they did. View Article

2012 200

The Limits of Voice of Customer Intelligence

MaritzCX

During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow. Insight, action, result. It’s a true and beautiful pattern, and it’s been pretty well documented in recent years. General

2012 200

The Limits of Voice of Customer Intelligence

MaritzCX

During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow. Insight, action, result. It’s a true and beautiful pattern, and it’s been pretty well documented in recent years

2012 200

The Limits of Voice of Customer Intelligence

MaritzCX

During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow. Insight, action, result. It’s a true and beautiful pattern, and it’s been pretty well documented in recent years

2012 200

How to Fuel a Modern Customer Experience Program: Allegiance/AMA Webinar on July 31

MaritzCX

Learn how these leading companies are using new processes and technologies to generate more insights from existing data in the complimentary webinar “How to Fuel a Modern Customer Experience Program” on Tuesday, July 31, 2012, at 11 a.m. MT (1:00 p.m. The webinar is sponsored by Allegiance and the American Marketing Association (AMA). General

2012 200

How to Fuel a Modern Customer Experience Program: Allegiance/AMA Webinar on July 31

MaritzCX

Learn how these leading companies are using new processes and technologies to generate more insights from existing data in the complimentary webinar “How to Fuel a Modern Customer Experience Program” on Tuesday, July 31, 2012, at 11 a.m. MT (1:00 p.m. The webinar is sponsored by Allegiance and the American Marketing Association (AMA

2012 200

How to Fuel a Modern Customer Experience Program: Allegiance/AMA Webinar on July 31

MaritzCX

Learn how these leading companies are using new processes and technologies to generate more insights from existing data in the complimentary webinar “How to Fuel a Modern Customer Experience Program” on Tuesday, July 31, 2012, at 11 a.m. MT (1:00 p.m. The webinar is sponsored by Allegiance and the American Marketing Association (AMA

2012 200

Largest Drop In U.S. Well-Being Since 2012 Hits Females Hardest

Experience Matters

well-being drops the most since 2012, driven by older females who feel much less financially secure. Well-Being Since 2012 Hits Females Hardest appeared first on Experience Matters. The post Largest Drop In U.S.

2012 67

Providing a Predictable and Consistent Customer Experience

MaritzCX

In today’s interactive-driven world, it is crucial for your company to create a service model that encourages customers to effectively communicate their wants and needs. A sound, proactive service model facilitates those important interactions and creates customer loyalty rather than abandonment. General

2012 200

Providing a Predictable and Consistent Customer Experience

MaritzCX

In today’s interactive-driven world, it is crucial for your company to create a service model that encourages customers to effectively communicate their wants and needs. A sound, proactive service model facilitates those important interactions and creates customer loyalty rather than abandonment

2012 200

Providing a Predictable and Consistent Customer Experience

MaritzCX

In today’s interactive-driven world, it is crucial for your company to create a service model that encourages customers to effectively communicate their wants and needs. A sound, proactive service model facilitates those important interactions and creates customer loyalty rather than abandonment

2012 200

Customer Engagement Roadmap: How Will We Know When We Get There?

MaritzCX

Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication. However, knowing where you are going and what success looks like for your company, and your business objectives are just as important as the foundational activities

2012 200

Customer Engagement Roadmap: How Will We Know When We Get There?

MaritzCX

Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication. However, knowing where you are going and what success looks like for your company, and your business objectives are just as important as the foundational activities

2012 200

Customer Engagement Roadmap: How Will We Know When We Get There?

MaritzCX

Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication. However, knowing where you are going and what success looks like for your company, and your business objectives are just as important as the foundational activities

2012 200

Hachiko and The Metrics of Dealer Loyalty

MaritzCX

If you ever have a chance to be in Japan, go to the Shibuya Station. Once there you will see the bronze statue of Hachiko, an Akita, that is the epitome of owner loyalty. If you know the story, the owner met the dog at the end of each day at the station and even. View Article

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

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

What? Another Blog?

MaritzCX

Just when you thought it was safe to venture online again, another research company has launched (re-launched) a marketing research blog. We’re not new to this. In fact, we’re way ahead of the pack. Maritz Research launched its first blog, CoreCustomerMetric back in 2006. Led by Randy Brandt, our VP of Customer Experience and Loyalty, View Article

2012 200

What? Another Blog?

MaritzCX

Just when you thought it was safe to venture online again, another research company has launched (re-launched) a marketing research blog. We’re not new to this. In fact, we’re way ahead of the pack. Maritz Research launched its first blog, CoreCustomerMetric back in 2006. Led by Randy Brandt, our VP of Customer Experience and Loyalty, View Article

2012 200

What? Another Blog?

MaritzCX

Just when you thought it was safe to venture online again, another research company has launched (re-launched) a marketing research blog. We’re not new to this. In fact, we’re way ahead of the pack. Maritz Research launched its first blog, CoreCustomerMetric back in 2006. Led by Randy Brandt, our VP of Customer Experience and Loyalty, View Article

2012 200

Day Two at VoCFusion 2012

MaritzCX

After an evening party at the Cosmopolitan Hotel’s Bamboo pool, VoCFusion attendees were up early for Wednesday’s events. The day started out with a demo of new Allegiance capabilities that will help companies uncover insights fast by identifying patterns in customer feedback and operational data

2012 200

Day Two at VoCFusion 2012

MaritzCX

After an evening party at the Cosmopolitan Hotel’s Bamboo pool, VoCFusion attendees were up early for Wednesday’s events. The day started out with a demo of new Allegiance capabilities that will help companies uncover insights fast by identifying patterns in customer feedback and operational data

2012 200

Day Two at VoCFusion 2012

MaritzCX

After an evening party at the Cosmopolitan Hotel’s Bamboo pool, VoCFusion attendees were up early for Wednesday’s events. The day started out with a demo of new Allegiance capabilities that will help companies uncover insights fast by identifying patterns in customer feedback and operational data

2012 200

Why Your VoC Program Needs More Than Customer Feedback – A Contact Center Example

MaritzCX

A few weeks ago, a friend who leads the customer experience (CX) team at a large B2B company described a common challenge in her voice of the customer (VoC) program. Her team had gathered and analyzed lots of customer feedback regarding interactions with support representatives in the contact center, and the results were clear. Customers thought issue resolution time was too long, and that perception was killing overall loyalty.

2012 200

Why Your VoC Program Needs More Than Customer Feedback – A Contact Center Example

MaritzCX

A few weeks ago, a friend who leads the customer experience (CX) team at a large B2B company described a common challenge in her voice of the customer (VoC) program. Her team had gathered and analyzed lots of customer feedback regarding interactions with support representatives in the contact center, and the results were clear. Customers thought issue resolution time was too long, and that perception was killing overall loyalty.

2012 200

Why Your VoC Program Needs More Than Customer Feedback – A Contact Center Example

MaritzCX

A few weeks ago, a friend who leads the customer experience (CX) team at a large B2B company described a common challenge in her voice of the customer (VoC) program. Her team had gathered and analyzed lots of customer feedback regarding interactions with support representatives in the contact center, and the results were clear. Customers thought issue resolution time was too long, and that perception was killing overall loyalty.

2012 200

5 Point Versus 11 Point Scales – Part 1

MaritzCX

At MaritzCX, we are often asked, “Which scale should I use on my customer experience study?” ” In this three part series, we will look at some of the analytical differences between scales that can be attributed to only the scale itself. MaritzCX clients use a variety of rating scales for different reasons. In some cases a. View Article

2012 218