With so many customer transactions daily, continually fulfilling your brand promise is critical to maintaining customer loyalty. Maritz understands that your employees are critical to your success, that interactions with associates are why customers decide to return for more, switch to a competitor or spread the word, be it good or bad.
We can help you measure the customer experience you deliver, and the resulting satisfaction with your brand, through world-class marketing research. By linking research findings to key drivers of customer satisfaction, you can close performance gaps between your brand promise and brand experience. To help, Maritz Learning can develop and execute training programs to increase your employees willingness and ability to deliver the experience you desire. By identifying and engaging your highest-value customers in meaningful ways, you drive loyalty. Trust the Maritz loyalty marketing team to blend marketing research insights with cutting-edge strategic thinking, creative communications and the newest technology. The result is meaningful programs that connect your brand to the customers that drive the most revenue.
Subject Matter Experts
Alex is the Vice President of the Retail and Tech/Telco Sector within Maritz Research. He was formerly CEO of Research International, USA and, prior to that was a product manager for a leading systems-integration firm. Alex has led customer satisfaction, brand and new product development research for many Fortune 100 companies.
Randy assists in designing and implementing ways to measure and manage customer experience and loyalty, as well as employee experience and engagement.
Jim ensures Maritz provides clients with the most relevant information possible, helping them to continually improve their performance in new ways.
Case Studies
Incentive travel program improves morale and customer experience.
Client "goes further" to provide customers with consistent, positive experience.
Client focuses on front-line employees to improve customer experience.
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.
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.
Gain the ability to utilize customer feedback in order to grow your business with customer satisfaction market research from Maritz. Updated research methods will show you how to utilize customer satisfaction analysis and customer experiences in order to achieve your business goals.
Webcasts
Closing the gap between the brand promise and the delivery of that promise at the location level