If he were alive today, Henry David Thoreau might breathe a sigh of relief at having made it to today through the... View Article
A friend of mine just had an amazing customer experience. She bought an Apple Watch and what happened after is... View Article
Of what do you think when you hear the phrase ‘customer experience’? Most immediately presume a reference to the interaction... View Article
A friend of mine works for an offshore outsourcing company and recently said to me that he thought that offshoring... View Article
“When you have a good hammer, everything looks like a nail.¹” We tend to see our world through the lens... View Article
Two years ago today we learned what CES, NPS, and Gangnam style all have in common. See the post here.
This post comes from chapter 8 of MaritzCX’s new book Customer Experience is Your Business. Download the free ebook here. When... View Article
As companies begin to embrace social media, many are using a ‘ready, fire, aim” approach. Companies should first create clear policies and determine if and how they will respond and what they intend to do with the feedback data.
How do customer service execs strike the right balance of cost and quality in the new age of the customer? 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. CDT (10 a.m. ET). The webinar is sponsored by the American Marketing Association (AMA).
Today I am thrilled to announce the creation of MaritzCX! Allegiance Software Inc. and Maritz Holdings Inc. have announced... View Article
We’re continuing our series on what it takes to design and execute a global Customer Experience Program. We’re fortunate at... View Article
Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure... View Article
Jeff Bezos, CEO of Amazon.com said, “We see our customers as invited guests to a party, and we are the... View Article
Redefining what an auto company does could be useful
Like mobile in general, mobile surveys have gotten major ink lately. Rightly so. They provide a lot of value. They help us reach target audiences at more contextually relevant times and in more contextually relevant places. They also help us collect feedback about increasingly important mobile interactions. With our partner OnePoint Global, we’re capitalizing on this value alongside many others in the customer experience and loyalty world. But more recently we've realized that dedicated mobile surveys aren't enough. All surveys are mobile now, whether we design them to be or not.
How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or,... View Article
in a today’s highly competitive world, companies that don’t’ do anything with customer feedback might as well not bother to gather it in the first place. The challenge (and the reward) lies in quickly analyzing feedback to identify customer insights and share them with the people who can do something about it. Here are some examples from Allegiance customers.
Is customer experience of equal importance across all markets? In this short video, Stephan Thun, CEO of MaritzCX EMEA, discusses... View Article