61 Articles

Chris Cottle

Chris Cottle is the Executive Vice President of Marketing at MaritzCX. He is a strategic marketer and loves winning in business. Chris is a member of the national CMO (Chief Marketing Officer) Council, the DMA (Direct Marketing Association), and several local and national marketing organizations. He was a recipient of the Marketing Executive of the Year Award at the 2013 Stevie Awards. Chris has founded and co-founded several start-ups and worked in a variety of marketing management roles.

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Congrats To Jennifer Beyer, Forty Under 40

The Utah Business Forty under 40 is a highly selective annual program recognizing Utah's rising stars - professionals under the age of 40 who have demonstrated exceptional leadership qualities. Program nominees are judged on leadership ability, community involvement, notable achievements, business and personal philosophies and the benefits they have brought to Utah’s business community. Congratulations to our very own Jennifer Beyer, Vice President of Best Practices, for being nominated and and then chosen to receive this prestigious award.

March 1, 2013 Chris Cottle

6 Ways To Increase Survey Response Rates

We all know that surveys can be powerful feedback tools. How satisfied are your employees? Employee satisfaction surveys can provide insights on their passions, stresses and ideas. How do your customers really feel about their latest purchase? Transactional surveys can help uncover customer insights and increase customer retention. Whether you're looking to gather information, identify and diagnose problems or uncover emerging opportunities, surveys can be a low-cost, highly effective tool for meeting your objectives. The trick is getting enough responses from the right mix of people to ensure the results are accurate and reliable.

February 27, 2013 Chris Cottle

The VOC, CRM, & CEM Convergence

At the Gartner CRM conference, presenters discussed the convergence between CRM, marketing, voice of the customer (VOC) and customer experience. There’s no doubt that business leaders are getting more savvy, but so is the technology. And, as business practitioners, we have the opportunity to use advanced technology to accomplish things that we have wished would happen for years. In the end though, the "raising of the game" by all practitioners and leaders must happen, too.

September 15, 2009 Chris Cottle

Making VOC Data More Actionable

There is a lot of talk in the industry about making Voice of Customer data more actionable. But to achieve this, you must first understand the type of data that is uniquely available and actionable in a successful VOC program. VOC programs fail most often because they provide just scores, changes in scores, or data that is only part of the solution. Actionable data is data that you can use to improve the operations of the company. It goes beyond answering "what" to understanding "why."

August 16, 2011 Chris Cottle

Turning Customer Feedback into Action

in a today’s highly competitive world, companies that don’t’ do anything with customer feedback might as well not bother to gather it in the first place. The challenge (and the reward) lies in quickly analyzing feedback to identify customer insights and share them with the people who can do something about it. Here are some examples from Allegiance customers.

March 19, 2012 Chris Cottle

VoCFusion Day 1 – A New Perspective on Customer Experience

At VoCFusion 2014 in Las Vegas, attendees came from as far away as India and from all types of businesses to gain new perspectives and share best practices about their customer experience programs. Allegiance CEO Carine Clark started the day by expanding on the theme of this year’s event -- turning data into happy customers and employees. Data is plentiful and everywhere. Walmart, for example, collects 2.5 petabytes of data each hour. Companies that can put that data to work to improve the customer experience will be the winners.

April 23, 2014 Chris Cottle

Nine Habits of Successful VOC Practitioners

Best practice companies are not only listening to voice of the customer, but they are using that feedback to increase customer retention and loyalty, solve customer challenges and develop new products and services. They are also using new technologies to streamline surveys and feedback management programs to gain a better understanding of why customers do business with them. From our experience working with them, here are nine habits that make them successful.

October 10, 2011 Chris Cottle

EFM Market Growing

The Enterprise Feedback Management (EFM) market continues to grow, even amidst the current economic environment. The underlying cause of this growth appears to be increased customer retention through real-time voice of the customer (VOC) programs. And there was certainly a lot of talk about this at the recent Gartner CRM conference in London. The fact that this is being talked about so much is evidence that the market has matured significantly in the past 12 months. The author of this blog, Chris Cottle, VP of Marketing for Allegiance, believes that the next big step for VOC programs will lie within the analytical side. Read this blog to find out why and also learn more about what this side will mean for businesses.

March 17, 2009 Chris Cottle