customer

CustomerZone360 NEWS

CustomerZone360 Home

Maritz Companies Help Connect Employee Engagement & Customer Experience

By Paula Bernier April 27, 2016

They say that happy employees make for satisfied customers and, thus, more successful companies. But workers may not always receive the recognition they deserve when doing a great job of serving clients. A new partnership between sister companies MaritzCX and Maritz Motivation Solutions aims to change that by integrating the companies’ platforms.

The new partnership brings together the MaritzCX platform, which gathers customer feedback, with the CultureNext solution from Maritz Motivation Solutions, which manages employee recognition and rewards.

“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.”

MaritzCX, which was created through the combination of voice of the customer/customer survey outfit Allegiance in 2014, is the largest pure play customer experience provider.  Its customer roster includes such well-known names as Activision, Bank of America, Dell, Ford, Pfizer, Redbox, and T-Mobile.

Earlier this year MaritzCX unveiled an initiative called CXEvolution to help businesses better understand and improve the customer experiences they deliver. That initiative involved the creation of a framework based on a study it did with 4,300 customer experience professionals, and professional services through which the company will survey client companies on their customer experience maturity and how they can up their games in this area. This is important, the company explained at the time, because companies with higher levels of customer experience maturity do up to three times better than others in terms of customer retention, margin growth, profitability, and revenue; using data to predict and act on customer behavior makes companies two-and-a-half times more likely to positively impact business results; and those with support from their leadership on such initiatives are more than twice as likely to report revenue gains.




Edited by Maurice Nagle

Executive Editor, TMC

SHARE THIS ARTICLE
Related Articles

What AI Can and Cannot Do for CX: The Next Generation Balancing Act of Data and Humans

By: Special Guest    7/10/2019

Gartner's Hype Cycle traditionally shares the "peak of inflated expectations" and the "trough of disillusionment" that precede the "plateau of product…

Read More

Cloud or On-Premises Contact Center: It's Your Choice

By: Special Guest    7/3/2019

Frost & Sullivan's Nancy Jamison speaks with Noble Systems CEO Jim Noble about the single-code base that allows customers to easily move their contact…

Read More

CUSTOMER Magazine Announces Winners of the 2019 CRM Excellence Award

By: TMCnet News    6/20/2019

TMC announced the winners of its 20th Anniversary CRM Excellence Award.

Read More

Constant Contact Leverages Glance Networks' Visual Engagement to Transform Service Centers into a Revenue Centers

By: Erik Linask    6/18/2019

Constant Contact increased its contact center efficiency, productivity, customer satisfaction, and revenue thanks to Glance Networks solution.

Read More

Trends that will Improve the Customer Service Experience in 2020

By: Special Guest    6/12/2019

Customer service has long been a necessary factor in a company's success. With a growing number of in-person and e-commerce businesses entering variou…

Read More