So I broke down and bought the Disney Circle device that help families manage online time and activities. As a... View Article
Reflections of A Practitioner: CX Maturity, Customer Expectations and the Use of Predictive Analytics
Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to... View Article
As CX programs mature, they become more central and integral to the companies that use them. MaritzCX’s Organizational CX Maturity... View Article
The idea that employee engagement has a measurable impact on customer satisfaction and retention is intuitive. We understand a disengaged... View Article
How common is it for people to start the New Year out with a good intention of doing something better... View Article
After playing in a pit orchestra for 35 shows in 20 years, you start to view the world through a... View Article
Last week, MaritzCX CEO and President Carine Clark was interviewed by Doug Wells of KCPW‘s radio show “The Bottom Line.”... View Article
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. In today’s globally competitive world, companies that want to succeed must combine innovation with customer needs and satisfaction.
Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually... 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.
Today I am thrilled to announce the creation of MaritzCX! Allegiance Software Inc. and Maritz Holdings Inc. have announced... 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.
What You Need to Know to Take Your Customer Relationships to the Next Level. Maintaining a steady customer base is crucial to growing a business. And a key factor in achieving that goal is improving customer satisfaction, loyalty and engagement. But the question is: Where do you start?
Preparing your survey data for analysis can be a messy process. But it needn't be. In this article, Allegiance unveils a tried-and-true, five-step process for cleaning up your survey data.
Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure... View Article
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.
We’re continuing our series on what it takes to design and execute a global Customer Experience Program. We’re fortunate at... 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
How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or,... View Article