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Setting Targets for Measures of Customer Satisfaction and Loyalty

There’s tremendous power in customers advocating for your brand via “word of mouse,” and many companies are wondering how to harness the customer feedback collected through surveys to bolster their company’s online presence.

Learn how Capella Retail helps you more effectively identify the action needed and provides the tools to actually make it happen.

Where and how high should managers set the bar for measures of customer satisfaction and loyalty? What can be considered a “good score?” Managers ask these questions quite often, and for good reason: Decisions regarding resource allocation, reward and recognition, and accreditation of channel partners frequently are on the line.

In business, being honest is essential to building and retaining any kind of relationship. Within the automotive industry, where customer loyalty to both brand and dealership are central goals, building relationships is a core element of the loyalty process. Honesty with customers serves as the fuel to creating relationships that result in loyalty.

Financial institution executives increasingly label regulatory compliance as the leading challenge they face for the foreseeable future and readily identify the costs in manpower and expense associated with compliance as increasing dramatically.

Maritz Research Announces Capella Restaurant Which Takes Customer Experience Programs to the Next Level.
Press release
Learn more

Maritz Research helped Hyundai dealers uncover what makes or breaks customer satisfaction. Learn more

Would You Buy A Car Without Taking It For A Test Drive?
A Maritz Research Study finds more than 1 in 10 car buyers skip the test drive.
Learn more

The 2013 Maritz Research Retirement Study is receiving a lot of buzz.  The landing page shares a clipping from the Wall Street Journal mentioning the $500,000 tipping point. It was also mentioned in USA Today and Fox Business. Plus it’s been covered by advisor.com and a follow up is expected to be in their magazine in a couple of weeks too.

Maritz Research Introduces CrowsNestTM To Help Banks Identify Compliance Vulnerabilities.

The new compliance monitoring solution is a unique twist on mystery shopping. Learn more.

Quite often, the quality of the customer experience depends on the quality of the employee experience.   That’s why, for several years now, Maritz Research has been conducting research exploring multiple facets of the employee experience.

Thursday, 14 March 2013 18:41

Home

Written by Linda Wollschlager

There’s tremendous power in customers advocating for your brand via “word of mouse,” and many companies are wondering how to harness the customer feedback collected through surveys to bolster their company’s online presence.

Learn how Capella Retail helps you more effectively identify the action needed and provides the tools to actually make it happen.

Where and how high should managers set the bar for measures of customer satisfaction and loyalty? What can be considered a “good score?” Managers ask these questions quite often, and for good reason: Decisions regarding resource allocation, reward and recognition, and accreditation of channel partners frequently are on the line.

In business, being honest is essential to building and retaining any kind of relationship. Within the automotive industry, where customer loyalty to both brand and dealership are central goals, building relationships is a core element of the loyalty process. Honesty with customers serves as the fuel to creating relationships that result in loyalty.

Financial institution executives increasingly label regulatory compliance as the leading challenge they face for the foreseeable future and readily identify the costs in manpower and expense associated with compliance as increasing dramatically.

Maritz Research Announces Capella Restaurant Which Takes Customer Experience Programs to the Next Level.
Press release
Learn more

Maritz Research helped Hyundai dealers uncover what makes or breaks customer satisfaction. Learn more

Would You Buy A Car Without Taking It For A Test Drive?
A Maritz Research Study finds more than 1 in 10 car buyers skip the test drive.
Learn more

The 2013 Maritz Research Retirement Study is receiving a lot of buzz.  The landing page shares a clipping from the Wall Street Journal mentioning the $500,000 tipping point. It was also mentioned in USA Today and Fox Business. Plus it’s been covered by advisor.com and a follow up is expected to be in their magazine in a couple of weeks too.

Maritz Research Introduces CrowsNestTM To Help Banks Identify Compliance Vulnerabilities.

The new compliance monitoring solution is a unique twist on mystery shopping. Learn more.

Quite often, the quality of the customer experience depends on the quality of the employee experience.   That’s why, for several years now, Maritz Research has been conducting research exploring multiple facets of the employee experience.

Thursday, 14 March 2013 18:41

Home

Written by Linda Wollschlager

There’s tremendous power in customers advocating for your brand via “word of mouse,” and many companies are wondering how to harness the customer feedback collected through surveys to bolster their company’s online presence.

Learn how Capella Retail helps you more effectively identify the action needed and provides the tools to actually make it happen.

Where and how high should managers set the bar for measures of customer satisfaction and loyalty? What can be considered a “good score?” Managers ask these questions quite often, and for good reason: Decisions regarding resource allocation, reward and recognition, and accreditation of channel partners frequently are on the line.

In business, being honest is essential to building and retaining any kind of relationship. Within the automotive industry, where customer loyalty to both brand and dealership are central goals, building relationships is a core element of the loyalty process. Honesty with customers serves as the fuel to creating relationships that result in loyalty.

Financial institution executives increasingly label regulatory compliance as the leading challenge they face for the foreseeable future and readily identify the costs in manpower and expense associated with compliance as increasing dramatically.

Maritz Research Announces Capella Restaurant Which Takes Customer Experience Programs to the Next Level.
Press release
Learn more

Maritz Research helped Hyundai dealers uncover what makes or breaks customer satisfaction. Learn more

Would You Buy A Car Without Taking It For A Test Drive?
A Maritz Research Study finds more than 1 in 10 car buyers skip the test drive.
Learn more

The 2013 Maritz Research Retirement Study is receiving a lot of buzz.  The landing page shares a clipping from the Wall Street Journal mentioning the $500,000 tipping point. It was also mentioned in USA Today and Fox Business. Plus it’s been covered by advisor.com and a follow up is expected to be in their magazine in a couple of weeks too.

Maritz Research Introduces CrowsNestTM To Help Banks Identify Compliance Vulnerabilities.

The new compliance monitoring solution is a unique twist on mystery shopping. Learn more.

Quite often, the quality of the customer experience depends on the quality of the employee experience.   That’s why, for several years now, Maritz Research has been conducting research exploring multiple facets of the employee experience.

Thursday, 14 March 2013 18:41

Home

Written by Linda Wollschlager

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Maritz Research Automotive Study: A Lonely Customer Journey for Car Buyers
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Sound Check blog is a collective effort of a team of bloggers at Maritz Research comprised of Ph.D’s, SME’s (subject matter experts), and everyday customers who rant and rave about the latest insights on customer experience measurement.