InMoment XI
NOVEMBER 14, 2012
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.
Customer Input
NOVEMBER 2, 2012
'Customer experience is a multichannel, cross-departmental concern and while every department in the company affects the customer experience, the role of managing it should belong be a new, separate function with leverage across the organization.
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Service Untitled
NOVEMBER 14, 2012
Have you ever walked into a business that genuinely made you smile and didn’t act as if you were obligated to buy something? Most of those businesses are extremely proud of their product or the services they offer; they treat you graciously as if you’re appreciated and seem eager to help you solve your problem. Where much of anyone’s business is based on word of mouth and referrals, it seems especially important these days to create that “WOW” experience which in a
Very Best Service
NOVEMBER 21, 2012
'Customer service: Do you play cat and mouse with your customers? In all likelihood, when customers contact your customer service team, they will be searching for a straight answer to what is not necessarily an easy question. Most of the time customers will also know exactly what they are looking for: a result. From the company''s point of view, there might be some hidding involved especially if they are not prepared to give what the customer demands, either out of policy or simply because they
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Customer Interactions
NOVEMBER 1, 2012
'As a frequent international traveler, I spend a lot of time in airports. Like most travelers, my main focus is getting from one place to the next in as little time as possible. The process of check-in, security, passport control, and boarding are like a series of travel hurdles. If I get through them quickly, I’m happy. If not, I, like most of the others in line with me, start muttering a range of frustrated thoughts.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
NOVEMBER 28, 2012
In the competitive world of financial services, a good customer experience (CX) program can create millions of dollars more in revenue, and make its program leaders look like rock stars. How does your program stack up against the best in the financial services industry, and what are the practical next steps to 'level-up' your program? To find out, join us for our complimentary webinar on Tuesday, December 11.
Customer Input
NOVEMBER 12, 2012
'What organizations of any size and in multiple industries can learn in customer experience from a simple hair salon service story.
Service Untitled
NOVEMBER 8, 2012
Medical and dental practices should provide their patients with positive customer experiences; after all aren’t we as patients still consumers who pay for services rendered either through our insurance companies or directly out of our debit accounts? Once upon a time a patient would never think of questioning a physician’s rude bedside manner, never twitch the slightest dissatisfaction when made to wait hours in an uncomfortable waiting room with outdated magazines, or even speak ou
InMoment XI
NOVEMBER 28, 2012
In the competitive world of financial services, a good customer experience (CX) program can create millions of dollars more in revenue, and make its program leaders look like rock stars. How does your program stack up against the best in the financial services industry, and what are the practical next steps to 'level-up' your program? To find out, join us for our complimentary webinar on Tuesday, December 11.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
InMoment XI
NOVEMBER 14, 2012
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.
InMoment XI
NOVEMBER 14, 2012
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.
InMoment XI
NOVEMBER 9, 2012
When thinking about brands immediately power brands like Coca-Cola, Nike or Apple come to our minds. We may also recall some famous advertising campaigns that were communicating the values of these brands. At the end these brands have created a strong image and we associate specific attributes with them, like fun, freedom, dynamism or exclusivity. View Article.
InMoment XI
NOVEMBER 9, 2012
When thinking about brands immediately power brands like Coca-Cola, Nike or Apple come to our minds. We may also recall some famous advertising campaigns that were communicating the values of these brands. At the end these brands have created a strong image and we associate specific attributes with them, like fun, freedom, dynamism or exclusivity.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
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InMoment XI
NOVEMBER 9, 2012
When thinking about brands immediately power brands like Coca-Cola, Nike or Apple come to our minds. We may also recall some famous advertising campaigns that were communicating the values of these brands. At the end these brands have created a strong image and we associate specific attributes with them, like fun, freedom, dynamism or exclusivity.
InMoment XI
NOVEMBER 2, 2012
Imagine a scenario where you are finalizing the details of your new car purchase. The sales person says to you “You will be getting a survey shortly. I’d appreciate it if you return it with all 5’s or my bonus will get dinged.” Or, perhaps, the sales person may be bold enough to ask for. View Article.
InMoment XI
NOVEMBER 2, 2012
Imagine a scenario where you are finalizing the details of your new car purchase. The sales person says to you “You will be getting a survey shortly. I’d appreciate it if you return it with all 5’s or my bonus will get dinged.” Or, perhaps, the sales person may be bold enough to ask for.
InMoment XI
NOVEMBER 2, 2012
Imagine a scenario where you are finalizing the details of your new car purchase. The sales person says to you “You will be getting a survey shortly. I’d appreciate it if you return it with all 5’s or my bonus will get dinged.” Or, perhaps, the sales person may be bold enough to ask for.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
Service Untitled
NOVEMBER 26, 2012
Buffets traditionally save on labor costs and provide an excellent venue to showcase a restaurant’s best food and service. In a resort area such as South Florida, the ‘”WOW” experience includes customer service, atmosphere, cuisine, and of course – location. So how does all of this compare with the Jupiter Beach Resort & Spa located in Jupiter, Florida on a beautiful Thanksgiving afternoon?
InMoment XI
NOVEMBER 21, 2012
In my last post , we looked at the correlation between 5pt and 11pt scales over time. We saw that they were very well aligned in how they changed together. However, an average score is not a complete picture.
InMoment XI
NOVEMBER 29, 2012
Last week Facebook once again announced that it is making changes to its privacy policy (specifically, it is making changes about how users can vote on policy changes). These announcements always seem to raise concerns among Facebook’s billions of users – perhaps because people aren’t sure of what the privacy policy is in the first.
InMoment XI
NOVEMBER 29, 2012
Last week Facebook once again announced that it is making changes to its privacy policy (specifically, it is making changes about how users can vote on policy changes). These announcements always seem to raise concerns among Facebook’s billions of users – perhaps because people aren’t sure of what the privacy policy is in the first.
Advertiser: ZoomInfo
One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.
InMoment XI
NOVEMBER 29, 2012
Last week Facebook once again announced that it is making changes to its privacy policy (specifically, it is making changes about how users can vote on policy changes). These announcements always seem to raise concerns among Facebook’s billions of users – perhaps because people aren’t sure of what the privacy policy is in the first.
InMoment XI
NOVEMBER 21, 2012
In my last post , we looked at the correlation between 5pt and 11pt scales over time. We saw that they were very well aligned in how they changed together. However, an average score is not a complete picture.
InMoment XI
NOVEMBER 21, 2012
Last week, 16 people from Maritz Research attended The Market Research Event in Boca Raton, Florida. There were great networking opportunities among colleagues, vendors, clients and even competitors and also opportunities to share ideas. Maritz Research was the platinum sponsor for the conference and also gave three presentations. As always, Randy Brandt’s presentation (he blogged.
InMoment XI
NOVEMBER 21, 2012
Last week, 16 people from Maritz Research attended The Market Research Event in Boca Raton, Florida. There were great networking opportunities among colleagues, vendors, clients and even competitors and also opportunities to share ideas. Maritz Research was the platinum sponsor for the conference and also gave three presentations. As always, Randy Brandt’s presentation (he.
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
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