Last New Year’s, I wrote a blog post entitled, “All Your Customers Want for the New Year is a Good... View Article
Most of us intuitively know that bringing together data from multiple sources or taking a multi-faceted approach to answering a... View Article
Commonly Asked Customer Experience Questions Part 1: How Do I Increase Response Rates? Should I Shorten My Survey?
This is the first part of a three-part blog series. It is December and that often means looking back over... View Article
There’s a “cultural,” or if you will, “behavioral” change going on at car dealerships being driven by a source that... View Article
For the third year in a row, MaritzCX received the highest rank for a Customer Experience (CX) technology and research... View Article
Most comprehensive customer experience programs are made up of several different types of studies, the two most common of which... View Article
Editor’s note: This post originally appeared on the MyCustomer blog. You can read it here. Companies often focus solely on... View Article
Customer experience (CX) research has been seeing dramatic evolution in the last decade which has, in turn, changed CX strategy.... View Article
Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually... View Article
New distribution channels in the automotive industry and its impact on customer satisfaction surveys
The customer base in the automotive industry is changing at a faster pace than ever before. For a few years... View Article
Preparing your survey data for analysis can be a messy process. But it needn't be. In this article, Allegiance unveils a tried-and-true, five-step process for cleaning up your survey data.
US customers have higher expectations than UK ones, and US companies have been quicker to adopt customer experience platforms and... View Article
VMware Inspires a Customer-Centric Culture Customer centricity is a hot topic in business these days, as more and more companies... View Article
Customer centricity is the idea that organizations should not only serve their customers, but also get “close to them” —... View Article
Surveys are a great way to collect information about people's perceptions, opinions, thoughts, attitudes, etc. However, the trick is making sure that you're asking your questions the right way in order to get the data that you need, as well as ensuring that the people who take your survey will all interpret your survey questions the same way. To help you get started, below are 12 qualities of good survey questions to keep in mind when writing your surveys.
This post comes from chapter 8 of MaritzCX’s new book, Customer Experience is Your Business. Download the free ebook here. When... View Article
Being a good son-in-law, I have taken on the responsibility of finding my mother-in-law a new car. Her lease expires... View Article
Have you ever wondered how important digital interactions are to the customer experience in financial services? According to PWC, more... View Article
From time to time customer experience managers will hear the following questions from their internal clients: “Is our response rate... View Article
This is the last part of a three-part blog series based on the three questions I’ve been asked most frequently... View Article
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book... View Article