Enhance Customer Experience

In this document, Mark Syp provides two options for cable multiple system operators (MSO’s) to consider as they look to differentiate themselves in this highly competitive marketplace. The first option explores best practices that drive sales, while the second outlines concepts that improve service quality to retain and grow customers.

Author:Mark Syp, Group Vice President, Major Cable and Telco Accounts, Maritz

There are few – if any – businesses that aren’t feeling the effects of the economic downturn. Call centers can be hit especially hard by a weak economy regardless of their industry. Callers are less patient, the calls may be more complex and the volume can increase during tough times. In addition, financially –strapped companies may find themselves less willing to invest in their call centers-a grave mistake.

Author:Rich Brose, Director, Research Consulting, Financial Services Research Group, Maritz Research

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.

Author:Maritz Inc.

Mergers often disappoint. Why? Companies too often focus solely on cutting costs and forget to protect the revenues that are the lifeblood of the organization. The uncertainty and disruption that are part of all mergers put current and new business at risk – which in turn threatens to negate cost savings, fosters a negative culture and robs the organization of much-needed fuel during a time of massive change.

Author:Maritz Inc.

Loyalty to a product or loyalty to the company that makes and sells the product is an issue for marketers. They’re beginning to see the value of the latter - Enterprise Loyalty, wherein the entire customer experience and the full breadth of a customer’s value are considered, regardless of product lines or internal marketing silos.

Author:Deidra Scott, Strategic Loyalty Consultant, Maritz Loyalty Marketing

Ask banking senior executives what keeps them up at night and it’s a good bet they’ll tell you customer loyalty, and for a good reason. Free checking has become a commodity and the banks most vulnerable to consumer turnover have not engaged customers with the right product mix to satisfy the customer’s financial needs.

Author:Maritz Loyalty Marketing

Maritz defines "Customer Experience Management" (CEM) as creating greater value for customers by better understanding and responding to both the overt and subtle drivers within the customer life cycle. CEM's ultimate goal should be a long-term business relationship between your company and the customer, wherein customers' needs and preferences are responded to in an increasingly targeted and relevant fashion. Executed effectively, the return of such a strategy should be increased customer retention, share of wallet, and brand equity.

Author:Barry Kirk, Strategic Loyalty Consultant, Maritz Loyalty Marketing

When you select the company that will help you design and implement your loyalty marketing program, you should expect that vendor/partner will help you think through, plan for, and design/implement a loyalty building program that takes at least the following matters into consideration.

Author:Carlos Dunlap, Division Vice President, Solution Design, Maritz Loyalty Marketing

When a customer leaves one of your store locations without experiencing your brand as promised, it causes damage to the brand and hinders the potential for future business from this customer and others they tell. Organizations today are placing greater emphasis on ensuring experience levels are consistent from store to store through programs such as nationwide mystery shopping.

Author:Michelle Roseman Turner, Director, Research & Development, Maritz Research, Gina Wiseman, Division Vice President, Virtual Customer Group, Maritz Research, Al Goldsmith, Vice President, Virtual Customer Group, Maritz Research

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.

Author:D. Randall Brandt, Ph.D., Vice President Customer Experience and Loyalty Research and Rodger Stotz, Vice President, Managing Consultant, Maritz Inc.

Companies can make investments in capturing, crunching, and sharing insights derived from VOC data. These steps will allow organizations to make some progress toward putting the voice of the customer to work. However, unless the necessary methods and processes of VOC integration and deployment are put in place, progress likely will be stalled.

Author:D. Randall Brandt, Ph.D., Vice President, Customer Experience & Loyalty