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.
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Service Untitled
NOVEMBER 28, 2012
The Ritz-Carlton Hotel Company is known worldwide for it’s “legendary service.” So much so, Apple uses the luxury hospitality brand as a model for its owner customer support traditions. Part of their success can be credited to one simple mantra – “Radar On – Antenna Up.” This means seeking out the customers unanticipated and unvoiced needs.
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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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
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.
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
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.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
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.
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.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
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.
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.
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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 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.
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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 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.
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.
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
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.
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