MaritzCX and Maritz Motivation Solutions Partner to Solve the Customer/Employee Engagement Gap
– Integrated solution helps ensure motivated employees produce satisfied customers
High Wycombe, England – April 26, 2016 – MaritzCX, a global customer experience (CX) software and services company and Maritz Motivation Solutions, a leader in employee recognition, announced an innovative approach to align customer satisfaction with employee recognition. The companies shared news of the partnership at CXFusion, a customer experience conference for CX experts and practitioners. The collaboration joins the MaritzCX platform with CultureNext®, a state-of-the-art engagement platform, to offer an integrated solution that optimises the employee and customer connection and its positive impact on the customer experience.
The newly integrated solution allows for customer feedback gathered in the MaritzCX platform to be turned into performance data for employees supported by recognition and rewards that are managed within Maritz’s CultureNext platform. By combining the two SaaS platforms, companies can enhance visibility, information and action at each customer touchpoint with employees in each department, creating a continuous improvement cycle that helps businesses retain employees and customers longer, while growing revenue faster.
“Optimising the customer experience means employees will understand what customers think, feel and say. And it means feedback programmes, closed loop processes and rewards will be embedded into the operational DNA of the organisation,” said Carine Clark, president and CEO of MaritzCX. “When this is done, employees will be able to act faster to rescue faltering customers and will better predict when a customer, or group of customers, is liable to leave.”
As leaders in their respective industries, Maritz Motivation Solutions and MaritzCX provide the experience, technology, scalability and track record to achieve the high-results potential offered through this integrated approach. For the first time, employees will have direct visibility into location level customer satisfaction scores and have the ability to receive rewards for achieving targeted outcomes. In addition, direct transaction-level feedback gathered from the MaritzCX platform can be shared one-to-one with employees, and customers can even opt-in to recognise those who provide a great experience.
“The best companies connect employee engagement and performance directly to the customer experience, and they actively manage it,” said John McArthur, president of Maritz Motivation Solutions. “Creating a culture that truly makes this happen can be challenging. This integrated solution from the leaders in employee and customer engagement will help companies accelerate the creation of the employee and customer connection and actively manage the customer experience.”
“This partnership and integrated platform is all about connecting the dots between customers and employees,” states Kimberly Abel, vice-president and solution leader for CultureNext at Maritz Motivation Solutions. “The value to our clients is a ‘virtuous cycle’ of superior customer experience, which drives customer loyalty and repeat business supported by engaged, purpose-driven employees who thrive on performance feedback and recognition.”
About Maritz Motivation Solutions
Maritz Motivation Solutions has been a global leader in performance improvement and solutions that move business forward for over 75 years. Our CultureNext® solution empowers employees to transform their organisations into amazing places to work. CultureNext provides organisations with flexible technology, tools, services and expansive rewards to help connect people worldwide to create a culture of engagement, passion and purpose. For more information, visit us at http://go.maritzmotivation.com/culturenext.