MaritzCX Company Updates | Glassdoor

Company Updates

  • http://glassdoor.com/slink.htm?key=vQrah

    MaritzCX Overview "Customer and Employee Experience"

    MaritzCX is customer experience management for big business. We believe organizations need customer experience (CX) programs that drive high value and high return....

  • Put the Customer in the Driver’s Seat: Why Your Company Should Do Customer Journey Mapping: http://glassdoor.com/slink.htm?key=vIofY

    Put the Customer in the Driver's Seat: Why Your Company Should Do Customer Journey Mapping -

    Regardless of where you work or how long you have been with a company, most of us have experienced a situation where we discover that some process or approach to doing business has "always been done that way." How organizations handle the customer experience, following up with customer concerns, and fixing customer problems often fall into the category of long-held practices.

  • 5 Ways to Guard Against Survey Manipulation:
    http://glassdoor.com/slink.htm?key=vIbte

    5 Ways to Guard Against Survey Manipulation

    I've been in the automotive industry for some time and concerns about dealership attempts to interfere with the customer satisfaction measurement process have been around for a long time as well, but lately they seem to be intensifying. Do you know how to guard against survey manipulation?

  • Making CX Actionable: ActionCX:

    http://glassdoor.com/slink.htm?key=vIOc6

    Making CX Actionable: ActionCX -

    Several years ago, I worked for a large software company that used NPS®, or Net Promoter Score®, as the primary VoC measure for each of its product lines. For those of us in product line leadership rolls, receiving our NPS score was like having an annual grenade tossed in the room-particularly if the score had...

  • Apples and Oranges: Why Your CX Program Needs to Be Different:

    http://glassdoor.com/slink.htm?key=vIJGD

    Apples and Oranges: Why Your CX Program Needs to Be Different -

    Customer loyalty isn't the same in every industry. The biggest overall differentiators are the length of the customer life cycle, the number and frequency of interactions, and the emotional engagement in every buying event. For example, in the automotive industry, on average, a new car is bought every four years and for some customers, a...

  • SocialCX: Managing the Social Tsunami Where CX Experiences Happen

    http://glassdoor.com/slink.htm?key=vIJ0F

    SocialCX: Managing the Social Tsunami Where CX Experiences Happen -

    So I broke down and bought the Disney Circle device that help families manage online time and activities. As a parent of two tweens and a toddler that already understands the concept of wifi, all it took was a few smartly-done marketing ads with the Disney brand name and my Circle was en route with...

  • Reflections of A Practitioner: CX Maturity, Customer Expectations and the Use of Predictive Analytics

    http://glassdoor.com/slink.htm?key=vISIc

    Reflections of A Practitioner: CX Maturity, Customer Expectations and the Use of Predictive Analytics -

    Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the "provider" side of things since last May has been very interesting. My experience has provided a unique perspective into the various levels of CX maturity in organizations across many different industries.

  • Time for a More Strategic Approach to CX Management

    http://glassdoor.com/slink.htm?key=vISNc

    Time for a More Strategic Approach to CX Management -

    According to Gartner, 89% of companies will be competing MOSTLY on the basis of customer experience (CX) by 2016. This number is up from 35% in just 5 years. Many would argue that this trend significantly raises the profile of CX within organizations.

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