Enhance Customer Experience

What We Do

Providing an optimal customer experience is no longer a luxury; it’s a necessity.

Studies indicate that 43 percent of all customers who defect do so because of service issues — and fully three quarters of these defectors cite employee attitude as their core frustration. To make matters worse, 83 percent of those who have a negative service experience tell at least one other person. With so much riding on employee-to-customer interactions, companies must find new ways to ensure that employees strive to delight customers at every opportunity.

Maritz can help you define and enhance your customer experience. We do this by harnessing the power of your people to bring the focus back to the customer. Our approach incorporates four primary tenets of superior customer experiences.

Listening Smarter: Knowing what customers want requires a broader toolset than traditional customer research. Organizations must use an integrated research model that captures the voice-of-the-customer and voice-of-the-employee – statistically connecting both to business results to inform investments.

Localized Interventions: Centralized training and a distant, top-down approach can fail to address real front-line issues. However, successful solutions come from localized intervention plans that foster ownership and include on-going support that keeps progress on track.

Meaningful Motivation: It's human nature to resist change. But, by understanding the reward and recognition preferences of each employee, it becomes possible to create a reward structure that maximizes reach and enables managers to deliver appropriate reinforcement.

Integrated Action: Lack of integration robs any activity of impact. The real power of customer experience management strategy is unleashed when marketing, research, training, operations, and human resources work together.