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.

Free Webinar - The Economics of Customer Experience: New Study Reveals The Secrets

Date/Time: Thu, Sep 16, 2010 2:00 PM - 3:00 PM EDT
Register: https://www1.gotomeeting.com/register/741046393

Delivering an exceptional customer experience is key to creating differentiation and driving greater profitability. Yet, despite the obvious benefits, it can be challenging to justify investments in improving customer experience. In this session, Lior Arussy, customer experience expert and President of Strativity Group, and Justin Schuster, VP of Enterprise Products at MarketTools, will outline the economics of the customer experience model and discuss how leading organizations are driving profitability through differentiated customer experience. Mr. Arussy will also reveal for the first time the results of the 2010 Consumer Experience Study and describe the key drivers to increase profitability through customer experience.

Participants will learn:
• The results of the 2010 customer experience study
• Would customers pay more for a better experience?
• Business at growth and business at risk – understanding the financial impact
• Formula to define the economics of customer experience
• Telecom case study – The financial impact of customer experience
• Financial Services case study – Maximizing revenues from existing customers

Additionally, all webinar *attendees* will receive a copy of the 2010 Consumer Experience Study at the conclusion of the live event.

Featured Speakers
Justin Schuster, Vice President, Enterprise Products at MarketTools
Lior Arussy, President, Strativity Group

Register below
https://www1.gotomeeting.com/register/741046393

Free Webinar - Linking VOC to the Bottom Line: Strategies for Uncovering Researchers' Holy Grail

Date/Time: Thu, Aug 5, 2010 2:00 PM - 3:00 PM EDT
Register: https://www1.gotomeeting.com/register/158148440
Mention priority code MWS0034BLOG

In Maritz Research's 2010 Voice of the Customer Challenges and Practices Study, client-side researchers indicated their biggest challenges were linking survey measures to financial/business results and linking VOC information to internal business processes and metrics. Our own clients have told us that the ability to link survey research information to other business information is the "Holy Grail" within their companies.

As a leader in Customer Experience Measurement, Maritz Research is proud to present Keith Chrzan, Vice President, Marketing Sciences, who will discuss our unique perspective regarding the formal, statistical process that enables us to connect various types of data sources to others. Keith will discuss the varying levels of linkage sophistication, the obstacles that face marketers wishing to perform linkage, and the experience we've gained with a large number of linkage engagements. Researchers, operations leaders and those charged with performance improvement in their company's channels will find this discussion an essential primer before attempting to connect the Voice of their Customers to other business data.

Keith is the DVP of Marketing Sciences at Maritz Research. He has over twenty-five years of experience on the client and supplier sides of the marketing research industry. His experience includes positions as Director of Marketing Research at Boehringer Mannheim Diagnostics and Managing Director of Marketing Sciences at IntelliQuest, Inc, an Austin, Texas-based marketing research consultancy serving the technology industry. Keith is well - respected in the marketing sciences industry and has the ability to make complex statistics not only understandable but fun.

We look forward to your attendance. Don't miss it!

Register: https://www1.gotomeeting.com/register/158148440

Archive Webinar - Profiting from Feedback: Achieving Real Business Results with Enterprise Feedback Management

Here's your chance to view MarketTools webinar if you didn't get a chance to view it live, or if you just need a refresher. The hour long web seminar was presented by the following speakers:

Alan Kneale, Vice President, Technical Support Operations, CareFusion
Robert Freeden, Director, Product Support/Repair, CareFusion
Justin Schuster, Vice President, EFM Solutions, MarketTools

View the archive webinar

Complimentary Webinar - Profiting from Feedback: Achieving Real Business Results with Enterprise Feedback Management

Profiting from Feedback: Achieving Real Business Results with Enterprise Feedback Management

Time/Date: Thu, Mar 11, 2010 2:00 PM - 3:00 PM EDT

Complimentary Webinar: https://www1.gotomeeting.com/register/916296592
Mention priority code MWS0022Blog

CareFusion increased its overall customer satisfaction by 26 percentage points after implementing an Enterprise Feedback Management solution. Attend this webcast to learn how they did it.

Many companies are struggling with how to capture feedback from their customers, partners, and employees – and how to transform this feedback into real business results. Typical questions include:
• What are the critical steps in implementing a successful customer feedback program?
• How do I prevent the feedback from just ending up in a report with no business impact?
• How is enterprise feedback management affecting the bottom line?

CareFusion, formerly part of Cardinal Health, has successfully implemented the MarketTools CustomerSat enterprise feedback management solution across its service organization, elevating customer satisfaction to more than 90%.

Join us for this one-hour webcast to learn:
• The 9 critical steps in designing Enterprise-Wide Feedback Systems, and the costly mistakes to avoid
• How CareFusion moved from ad-hoc surveys to a systematic feedback program that translates to better service at every customer touchpoint
• How CareFusion improved overall customer satisfaction by 26 percentage points
• And much more….

Speakers
Justin Schuster, Vice President, EFM Solutions, MarketTools
Alan Kneale, Vice President, Technical Support Operations, CareFusion
Robert Freeden, Director, Product Support/Repair, CareFusion

Free Web Seminar: Defending the Loyalty Function: Lessons from Chief Customer Officers

Defending the Loyalty Function: Lessons from Chief Customer Officers

Loyalty is elusive, and justifying ROI for loyalty initiatives is even more difficult. Yet, many companies have placed such a premium on customer loyalty that they’ve created a new C-Suite role called the Chief Customer Officer (CCO) to serve as the definitive and authoritative view of customers across the company and to drive customer and corporate strategy at the highest levels of the company.

During this session, you'll learn how to:
1. Quantify the impact disloyal customers can have on your business
2. Measure the success of loyalty initiatives
3. Communicate the value of loyalty in terms understood by the CEO, the CFO, and especially the CCO
4. Enlist the help of the CFO in championing loyalty

Reserve your Webinar seat, mention priority code G1M2200W1BlogLI
https://www1.gotomeeting.com/register/263968281

Free Webinar: Unlock Survey Secrets: Turn Text Responses into Insight

SPSS will host a complimentary web seminar presented by Jane Hendricks, Product Marketer, SPSS Inc and Frank Maduri, Sales Engineer, SPSS Inc. This web seminar will take place on Wednesday February 25th from 2:00 to 3:00 PM EST. Reserve your webinar seat by registering now. Mention priority code MWS0021BLOG.

Here’s a brief recap of the webinar:

Open-ended survey questions allow people to express themselves in their own words; and give researchers rich new insights into attitudes and preferences regarding service, purchase decisions, product design, employment, operations, whatever the issue under study.
If you’ve limited your surveys to close-ended questions due to the time and expense of reading and manually coding text responses, this session can be your organization’s first step toward maximizing the value of your survey data.

Created specifically for open-ended survey responses, SPSS Text Analysis for Surveys uses proven technologies in computational linguistics to make it far more powerful than typical text-coding procedures. It allows you to categorize hundreds, even thousands of responses in a fraction of the time it would take to do so manually. Then easily export results for further analysis and graphing.

What you will learn by attending:

• How to turn text into quantitative data
• How to save even more time by automating the creation of categories and the coding of responses
• How to uncover category relationships using visualizations such as bar charts and tables
• How to export results to Excel, SPSS or other software for analysis
• And more!

Don’t miss your chance to view this free webinar. Click on the link below to register.
https://www1.gotomeeting.com/register/189677043

Customer Service Week with JoAnna Brandi -- Day Three

On day three of customer service week, JoAnna Brandi addresses the return on happiness when your employees are happy.

Check out the video here:
http://www.customercarecoach.com/csw2008/CSW_day3.asp

And as a reminder, we have a webinar this week presented by NACCM. Bill Price will be presenting "Outsourcing and offshoring, insourcing and onshoring -- so many choices, so little frank information." It's tomorrow, Thursday, October 9, from 2:30PM to 3:30 PM EDT. We hope you can join us!

Sign up here: https://www1.gotomeeting.com/register/890742670

Team Bonding: How Building Internal Relationships will Lead to Big Wins with Your Customers

We’d like to remind you about our web seminar: Team Bonding: How Building Internal Relationships will Lead to Big Wins with Your Customers. Keith Ferrazzi, the CEO of Ferrazzi Green Light and keynote speaker at the 2008 NACCM Customers 1st event will be our featured speaker. Register to view the webinar on Wednesday, September 17th from 2:00 to 3:00 pm eastern standard time.

Register for this web seminar here: https://www1.gotomeeting.com/register/251030954
Please mention priority code: G1M2100W1Blog

About the presentation:
This presentation will be in a special format: live chat. This web seminar will be shared in a unique “interview/live chat” format. As you register for the seminar, you will be prompted a line where you can pose your question about internal relationships to Keith. Those questions will be address to Keith over the phone live as he shared his views. We will get to as many questions as possible in the allotted time and attendees will be encouraged to ask their own questions during the seminar.

Customer-focused executives are hard at work trying to create new initiatives that deepen their company’s relationships with their customers. In these trying times, customer strategists are in a loyalty budding war in hopes that their customers continue to spend with them. Building an enterprise-wide customer experience that evokes an emotional and consistent message with the customer is more challenging than ever before. Those companies that do have incredible customer experiences, what’s the secret to their success?

In this session, relationship guru and internationally best-selling author, Keith Ferrazzi, will examine where the foundation of building relationships with your customers should start- internally. Ferrazzi will discuss his expertise on how to align internal teams and will share how getting connected with your colleagues will lead to profits and engagement with your external customer relationships.

A group’s success fundamentally depends upon how its individual members work together. Individuals work more effectively and enjoy their work more when they have genuine personal relationships with their colleagues.

The core message with starting relationships both internally and externally are the same. Those core strategies in relationship development will be revealed by Keith during his keynote session at NACCM.

About the speaker:
Keith Ferrazzi
CEO
Ferrazzi Green Light

Keith Ferrazzi is one of the rare individuals who discovered the essential formula for making his way to the top -- a powerful and balanced combination of marketing acumen and networking savvy. Both Forbes and Inc. magazines have designated him one of the world's most "connected" individuals.

As Founder and CEO of Ferrazzi Greenlight, he provides market leaders with advanced strategic consulting and training services to increase company sales and enhance personal careers. Ferrazzi Greenlight strategically leverages the insight of its executives, whose careers span the highest echelons of corporate America, along with principles from Ferrazzi's best-selling book, Never Eat Alone. Never Eat Alone has been recognized as one of the best business books of 2005, 2006, and 2007 (three year’s in a row since its publication in 2005).

What you will learn:
- Building relationships internally for group success sparks a culture of generosity and accountability that helps participants do the following:
- Help each other succeed in both professional and personal pursuits,
- Have more fun in the workplace
- Facilitate direct, honest communication for resolving conflict, and
contribute to the firm’s success by proactively building relationships with
people inside and outside the organization,
- And more that will lead to increasing employee retention and shareholder
value.

This is a NACCM: Customers 1st sponsored webinar. NACCM: Customers 1st will be November 16th through the 19th in Anaheim, California.

Register for this web seminar here: https://www1.gotomeeting.com/register/251030954
Please mention priority code: G1M2100W1Blog

Team Bonding: How Building Internal Relationships will Lead to Big Wins with Your Customers

We’d like to invite you to attend Team Bonding: How Building Internal Relationships will Lead to Big Wins with Your Customers webinar. Keith Ferrazzi, the CEO of Ferrazzi Green Light and keynote speaker at the 2008 NACCM Customers 1st event will be our featured speaker. Register to view the webinar on Wednesday, September 17th from 2:00 to 3:00 pm eastern standard time.

Register for this web seminar here: https://www1.gotomeeting.com/register/251030954
Please mention priority code: G1M2100W1Blog

About the presentation:
This presentation will be in a special format: live chat. This web seminar will be shared in a unique “interview/live chat” format. As you register for the seminar, you will be prompted a line where you can pose your question about internal relationships to Keith. Those questions will be address to Keith over the phone live as he shared his views. We will get to as many questions as possible in the allotted time and attendees will be encouraged to ask their own questions during the seminar.

Customer-focused executives are hard at work trying to create new initiatives that deepen their company’s relationships with their customers. In these trying times, customer strategists are in a loyalty budding war in hopes that their customers continue to spend with them. Building an enterprise-wide customer experience that evokes an emotional and consistent message with the customer is more challenging than ever before. Those companies that do have incredible customer experiences, what’s the secret to their success?

In this session, relationship guru and internationally best-selling author, Keith Ferrazzi, will examine where the foundation of building relationships with your customers should start- internally. Ferrazzi will discuss his expertise on how to align internal teams and will share how getting connected with your colleagues will lead to profits and engagement with your external customer relationships.

A group’s success fundamentally depends upon how its individual members work together. Individuals work more effectively and enjoy their work more when they have genuine personal relationships with their colleagues.

The core message with starting relationships both internally and externally are the same. Those core strategies in relationship development will be revealed by Keith during his keynote session at NACCM.

About the speaker:
Keith Ferrazzi
CEO
Ferrazzi Green Light

Keith Ferrazzi is one of the rare individuals who discovered the essential formula for making his way to the top -- a powerful and balanced combination of marketing acumen and networking savvy. Both Forbes and Inc. magazines have designated him one of the world's most "connected" individuals.

As Founder and CEO of Ferrazzi Greenlight, he provides market leaders with advanced strategic consulting and training services to increase company sales and enhance personal careers. Ferrazzi Greenlight strategically leverages the insight of its executives, whose careers span the highest echelons of corporate America, along with principles from Ferrazzi's best-selling book, Never Eat Alone. Never Eat Alone has been recognized as one of the best business books of 2005, 2006, and 2007 (three year’s in a row since its publication in 2005).

What you will learn:
- Building relationships internally for group success sparks a culture of generosity and accountability that helps participants do the following:
- Help each other succeed in both professional and personal pursuits,
- Have more fun in the workplace
- Facilitate direct, honest communication for resolving conflict, and
contribute to the firm’s success by proactively building relationships with
people inside and outside the organization,
- And more that will lead to increasing employee retention and shareholder
value.

This is a NACCM: Customers 1st sponsored webinar. NACCM: Customers 1st will be November 16th through the 19th in Anaheim, California.

Register for this web seminar here: https://www1.gotomeeting.com/register/251030954
Please mention priority code: G1M2100W1Blog

Make connections faster

In a recent blog post by NACCM keynote speaker Keith Ferrazzi, he gives four tips on how to make connections with people faster. He’s collected them from a few of the books he has been reading lately.

- Talk in color. When speaking with them, engage their imagination. Find some way to involved their senses in your conversation.
- Look people in the eye. He points out this is an old trick, but start by noticing the colors of actors eyes on TV. Then start doing this in real life too.
- Put something interesting on your business card. Make yourself stand out, a good place to do this is on your business card.
- Host a weekly “know how” series. Hosting a weekly series will begin to foster creativity and innovation throughout your organization. This will also help you stand out, because you are the person organizing the events.

We’re excited to have Keith Ferrazzi on one of our upcoming NACCM Customers 1^st web seminars. Check out his speaker profile here. Look for news next week on this web seminar session where Keith will be answering questions on building relationships from the audience. Do you have anything you’d like to ask Keith?