Decipher Today’s ‘Modern’ Customer, How To Keep Them and Increase Profits in “Unlock The Value Of CX,” new Book from MaritzCX
Practitioners from Many Key Industries Share Their CX Programs And How To Build and Run Them for Maximum Customer Retention and Financial Success
Sydney, Australia, May 23, 2017— Customers today are not like they use to be. “Unlock The Value of CX—Deliver customer experience the right way,” is the newest book available for complimentary download by MaritzCX. Here, industry experts examine what businesses should be thinking about today when it comes to customers, while giving specific tips on how to care for them, what to look for, and how to create programs for business performance.
The book bridges the barriers often hindering customer experience (CX) program success. Barriers such as being restricted only to survey score information, results kept within a limited recipient group, no frontline or closed-loop happening based on the feedback, no measurement and slow execution.
Its authors, from the Energy, Financial Services, Insurance, Healthcare industries, tell all about how they launched their programs, drove a customer first culture, increased retention and managed to break down silos to improve the customer experience in their organization.
Behavioral experts from the CX Industry and MaritzCX also add strategies, techniques and tools to avoid brand erosion, enlist employees as customer advocates and act on customer feedback.
“There are many reasons why CX initiatives fail,” said Mike Sinoway, president and CEO, MaritzCX. “Low value programs are the enemy; they cause programs, CX execs and businesses to struggle. Our goal for this book is to help companies identify and unlock the value of their customers’ experiences to realize high value business goals, financial performance and customer retention.“
From best practice strategies to case studies, readers discover how to design and deliver a CX program the right way to accelerate insights, results, and value. Take-aways include how to define a better CX strategy, improve program design, data collection, gain further insights and, ultimately, how to move into action.
“Unlock the Value of CX” is the fifth title published by MaritzCX. Previous titles include:
– “Customer Experience Is Your Business”
– “Engagement: Winning the Battle for Customer and Employee Hearts & Minds”
– “Capitalizing on Voice of Customer”
MaritzCX® software and services help organizations see, sense and act on the experiences and desires of every customer to increase retention, conversion and lifetime value. With an unmatched combination of customer experience (CX) software, research science, vertical market expertise and managed program services, MaritzCX ingrains CX intelligence and action systems into the DNA of business operations through its 12-point CXEvolution process. Take the complimentary CX assessment. For more information, visit MaritzCX.com.
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