For more information, please contact:
Jennifer Larsen, Maritz
ST. LOUIS (January 24, 2011) – Keith Chrzan, chief research officer, Maritz Research, will discuss a new research approach to customer satisfaction measurement in his webcast “Make or Break Customer Satisfaction: Improving Satisfaction Measurement with New Methods” at noon on Wednesday, Jan. 26, 2011.
The webcast, in conjunction with the American Marketing Association, will demonstrate the new approach, which is based on a non-compensatory preference model that effectively explains the real-world situations of customer experiences.
Audience members will learn:
• A new approach to measuring what drives customer satisfaction
• How this approach better identifies "make or break" customer satisfaction attributes
• An approach to scoring the results for more insightful action
• The results of several case studies using this new approach
As the chief research officer of Maritz Research, Chrzan supports research design, analysis, technical training and technical support. Chrzan is also a frequent presenter at industry conferences such as the Advanced Research Techniques Forum and the Sawtooth Software Conference.
Register for the webcast.