The Maritz CE – 3D Framework

By: Maritz Research  09-12-2011
Keywords: Customer Experience Measurement, Customer Experience Program,

The best customer experience program must be customer-centric and results-driven

We view the customer as a consumer, not a respondent. We give them more options as to how and when they may respond; we let them tell their story. And your Customer Experience Measurement strategy must start with the end in mind. This will help drive results desired results that will achieve meaningful change.

Be holistic - listen to all the customer feedback channels

It’s easy to be drawn to familiar venues for customer feedback, yet today the options go well beyond the valid, but conventional tools. We integrate a wider variety of listening channels to achieve a 360 degree view of your customers.

More than a top line summary

A harmonized chorus of customer feedback is more accurate, detailed and actionable than a single source alone. Through a formal process, we combine and compare multiple customer feedback sources. Then we will link the integrated story to the bottom line to truly understand the financial benefits of satisfying customers.

Uncovering the meaning of it all

As we evaluate the wealth of information from the wide range of sources, we use sophisticated, state-of-the-art analysis, modeling and simulators to glean convergent and divergent findings at both the enterprise and unit levels. Then we create powerful reporting websites that deliver these vital discoveries in a user-friendly, dynamic representation.

Translating analysis into action

Yes, actions speak louder than words. And nobody knows that better than we do. Maritz Research understands the need to help your managers and employees turn customer experience measurement into a sustained action plan that will deliver results. Month-after-month. Year- after-year.

Keywords: Customer Experience Measurement, Customer Experience Program,

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