Enhance Customer Experience

The Pivotal Role of People Inside the Customer 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:Gail L. Sneed, Market Development Director, 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 program that takes at least the following matters into consideration.

Author:By 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 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.

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

Listen to your customers, listen to your employees, and align those customer desires with employee actions through a powerful integrated approach.

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