Providing better customer service. Delighting your customers on a regular basis. Building lasting loyalty. That’s what makes a difference in the hospitality industry, whether it’s hotel, restaurant or gaming. Maritz helps you understand what customers want, and what they need, and how to reach them. Not to mention programs that train your employees on ways to effectively, and consistently, deliver on your brand promise. We have experience with customer satisfaction measurement, mystery shopping programs, brand research, rewards and recognition, loyalty and much more.
Whether it be for our clients in the lodging / gaming, restaurant , or transportation business, Maritz understands the importance of employee engagement, customer satisfaction and customer loyalty. We help our hospitality clients focus on the total customer experience, working together to create programs that build and maintain strong brand affinity -- whether it’s delighting customers on a consistent basis or driving long-term loyalty.
The brand experience. It’s much more than the product you deliver .. It’s just as much about the service you provide. Which means your staff better be ready to render service that meets and exceeds customer expectations. Maritz will help you reach employees with programs uniquely designed to measure, train, motivate and reward them for a job well done.
Case Studies
Maritz brings fresh thinking to annual gift extravaganza.
Client focuses on front-line employees to improve customer experience.
Client needed a partner who could deliver appealing rewards, in a timely manner, to high value domestic and international guests.
White Papers
Across almost all industries, differentiation using traditional marketing elements is becoming more and more difficult. Rapid product commoditization, price parity, and diffusion of media channels mean that perceptible differences among brands are quickly evaporating. This erosion is forcing companies to look deeper to create differential value – and many are turning to their overall "customer experience" as the way to gain that advantage. Download this white paper to learn how dynamic people issues play a pivotal role is improving that experience.
Twenty-five years after the debut of airline frequent flyer programs, the good news is that loyalty rewards still work. Research shows that 80 percent of Americans who participate in a least one consumer loyalty program say that their membership influences their purchasing decisions.
Traditionally, a points-based customer loyalty model is focused on using incentives to create changes in behaviors, which led to a “perceived” or false loyalty. In a new, more experience-based customer loyalty program, we inject the customer experience and the attitudinal shifts it inspires into the mix, leading to a change in behaviors and, then, to true loyalty.
In the retail banking business, breadth and depth of customer relationships positively influence customer retention. And the value of a customer increases as service penetration expands. To develop long-standing customer relationships and increase customer value, marketing that supports the entire customer relationship is imperative.