Tuesday, October 18, 2011

Do You Have Customer Experience Assassins?

On October 12th, Dave Fish of Maritz Research presented our webinar "Do You Have Customer Experience Assassins?"

Customer Experience Angels and Assassins. They're out there ...lurking... but who are they and where are they? Organizations measuring customer satisfaction need to know who they are and where they are. Researchers need to understand them. This Web cast explains who they are, where they are and how to manage both when it comes to customer experience measurement.

Hard to please " Assassins" frequently take aim at your brand with unfavorable shots at your products and services while "Angels" consistently evaluate services across industries positively. This Web cast utilizes Maritz Research's CEBenchmarks study which helps identify Angels and Assassins and explores who they are, where they live, and how they can be managed.

In this webinar we learned:

  • How Assassins and Angels differ demographically from the population as a whole
  • What industries suffer from a higher and lower proportion of each
  • What areas of the country are associated with higher or lower customer experience
  • What you can do about Assassins and Angels from both a practitioners and metric strategy standpoint

If you missed the webinar, but are interested in learning more on this topic, visit http://maritzresearch.com/iirwebcast where you can download the recording or slide deck.

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