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.
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.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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
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
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Customer Interactions
NOVEMBER 8, 2012
'As an industry, 9-1-1 is on the threshold of some big changes. NG9-1-1 and consolidation are two. But those aren’t the only trends that will shape the PSAP of the future. Let me share my vision with you. Every week, I read about more and more municipalities undertaking or expanding city-wide video surveillance initiatives. Of course, the focal point for these programs is typically the city surveillance center.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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 12, 2012
'What organizations of any size and in multiple industries can learn in customer experience from a simple hair salon service story.
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.
Advertisement
In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
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 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.
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.
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.
Advertisement
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
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.
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.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
InMoment XI
NOVEMBER 20, 2012
Remember the scene from Fargo where the nice midwestern couple were getting the run around on a new Oldsmobile by Mr. Gunderson? Well, we all know that happens from time to time, but how often does having to deal with “let me check with my manager” happen and how big of an impact does that.
InMoment XI
NOVEMBER 20, 2012
I made reference in a previous post to Second Delivery Nights and some folks wanted to know a little bit more about what’s involved with these initiatives. I am a big proponent of these events for several reasons. One of the main ones is that Maritz’ New Vehicle Customer Study tells us that new. View Article.
InMoment XI
NOVEMBER 20, 2012
Remember the scene from Fargo where the nice midwestern couple were getting the run around on a new Oldsmobile by Mr. Gunderson? Well, we all know that happens from time to time, but how often does having to deal with “let me check with my manager” happen and how big of an impact does that.
InMoment XI
NOVEMBER 20, 2012
I made reference in a previous post to Second Delivery Nights and some folks wanted to know a little bit more about what’s involved with these initiatives. I am a big proponent of these events for several reasons. One of the main ones is that Maritz’ New Vehicle Customer Study tells us that new.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
InMoment XI
NOVEMBER 20, 2012
Remember the scene from Fargo where the nice midwestern couple were getting the run around on a new Oldsmobile by Mr. Gunderson? Well, we all know that happens from time to time, but how often does having to deal with “let me check with my manager” happen and how big of an impact does that.
InMoment XI
NOVEMBER 20, 2012
I made reference in a previous post to Second Delivery Nights and some folks wanted to know a little bit more about what’s involved with these initiatives. I am a big proponent of these events for several reasons. One of the main ones is that Maritz’ New Vehicle Customer Study tells us that new.
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
Statscan just released some interesting language figures for Canada and regardless of the market in which you find yourself, keeping tabs on the languages spoken in the dealer’s primary market area is crucial, as this week’s video explains. Enjoy and let me know what you think.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
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
Statscan just released some interesting language figures for Canada and regardless of the market in which you find yourself, keeping tabs on the languages spoken in the dealer’s primary market area is crucial, as this week’s video explains. Enjoy and let me know what you think.
InMoment XI
NOVEMBER 14, 2012
Statscan just released some interesting language figures for Canada and regardless of the market in which you find yourself, keeping tabs on the languages spoken in the dealer’s primary market area is crucial, as this week’s video explains. Enjoy and let me know what you think.
Expert insights. Personalized for you.
170 
Let's personalize your content