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The Employee Customer Link

Do Happy Employees Really Make Happy Customers?

Presenter: Rick Garlick, Director of Consulting and Strategic Implementation, Maritz Research

5/14/2008

Does Service Sell? How Can Customer Service Calls Generate Revenue?

As companies strive to grow revenue, management is turning attention to their Call Centers. Thousands of customers call service centers everyday, but can the company really turn those calls into sales opportunities?

Presenter:
Maddy Sheprow, Division Vice President, Maritz
Rich Brose, Director of Financial Services Research Consulting for Maritz Research

4/30/2008

What Is Your Core Customer Metric

Join Dr. Randall Brandt, Vice President of Customer Experience and Loyalty for Maritz Research, as he discusses the topic of how to develop and leverage a Core Customer Metric.

Presenter: D. Randall Brandt, Ph.D., Vice President of Customer Experience and Loyalty, Maritz Research

3/5/2008

Examining U.S. Holiday Spend and Travel Experiences: Will Shoppers Stay Steady Despite Toy Recalls? And, Are Travelers Expecting a Better Experience?

Examining U.S. Holiday Spend and Travel Experiences: Will Shoppers Stay Steady Despite Toy Recalls? And, Are Travelers Expecting a Better Experience?
Holiday Shopping Spend and Travel Expenses

Presenter: Kyle Langley, Senior Research Manager, Maritz Research Retail Group
Rick Garlick, Director of Consulting and Strategic Implementation, Maritz Research Hospitality Group

11/14/2007

Managing the Boss

Managing the Boss
Identify the six manager types and their impact on both the employee and customer experience

Presenter: Rick Garlick, Director of Consulting and Strategic Implementation, Maritz Research

10/10/2007

Catch Them If You Can

Catch Them If You Can
Trapping Respondent Frauds in Your Online Research

Presenter: Wally Balden, Director of Internet Research for Maritz Research

8/1/2007

What Makes Your Brand Special

What Makes Your Brand Special
The Comprehensive Brand Audit

Presenter: Keith Chrzan, Division Vice President, Marketing Sciences Group, Maritz Research

7/25/2007

Improving Your Brand Experience

Improving Your Brand Experience

Presenter: Al Goldsmith, Vice President, Maritz Research Virtual Customer Group
Mindi Brothers, Director, Business Development, Maritz Learning

6/27/2007

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