at its best - maritzcx · paychex strives to take the hassle out of payroll, so businesses can...
TRANSCRIPT
AT ITS BEST
C L I E N T S H O W C A S E
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At MaritzCX, we believe organizations should be able to see, sense and act on the experiences and desires of every customer, at every touch point that matters.
Read on to learn more about these
organizations’ initiatives and
success in their efforts to facilitate
CX at its best
We feel lucky to partner with some of the world’s most amazing institutions in their efforts to derive, share and act on customer insight.
Improved retention, acquisition and customer lifetime value are the desired results of customer experience.
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Transamerica’s journey started with an NPS measurement program. Soon the team’s surveys revealed many areas where improvement was needed. A cross-functional effort to act on these insights has manifested itself in a more customer-centric culture and better bottom-line results.
“Meaningful interactions are fundamental to loyalty, and long-standing customers... we are looking at ways to increase meaningful contact with our customers, as well as looking to simplify and ensure consistency.”
Rich King, Operations – Customer Experience Transamerica
Data Powerhouse
3X Greater NPS Score
From Engaged Customers
Identified 11% of Customers
“At Risk”
Uncovered Change
Interactions and Product Blind
Spots
3X
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Cisco turned to MaritzCX for their customer
experience needs to provide them a consultative
partnership to help manage their global satisfaction
tracking telephone study, known as the TSAT survey.
Cisco conducts approximately 30,000 interviews each
year across 124 countries and 14 languages. They
needed a partner to create a program suitable for
their customers, and the large and complex
hierarchy structure.
Since the inception of the partnership and launch of
the program, the team conducted various follow-up
analysis like True Driver and Make or Break to make
recommendations for the survey to ensure Cisco was
collecting the information that is most important and
impactful to their customers.
The follow-up analysis helped them improve upon
and prove that they’re measuring what matters most
and no longer measuring what doesn’t truly matter
to customers. This actionable data is bringing them
customer insights that are helping Cisco continually
assess and influence their business decisions.
30,000 Yearly Customer Phone
Interviews
Interviews in 124 Countries 14 Languages
4.49 TSAT Customer Satisfaction Score
(Scale 1-5)
IT Prowess
Cisco is the worldwide leader in IT. At Cisco, customers come first, and an integral part of their DNA is creating long-lasting customer relationships.
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“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”
Jeff Bezos, FOUNDER & CEO
We’re built on integrity and loyalty, treating our customers and co-workers
the way they want to be treated – like family. We’re
America’s hometown fill-up.
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Paychex strives to take the hassle out of payroll, so businesses can focus on what they do best. Paychex sends transactional and relationship surveys to their clients and then delivers insights and alerts via dashboards to frontline teams. The information gathered helps them identify opportunities for upsell, reach out to disengaged clients, and discover process gaps.
“We now focus on the pain points to reduce the effort for our customers.”
Kathy Clark, Voice of Customer Manager
CX Insights Payday
109,000 Surveys
46% (At-Risk Clients)
Improved Retention of Respondents
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Take care of your customers
and employees first, and the
profits will follow.”
The ideas behind Enterprise’s successful customer
satisfaction program were spearheaded by its founder
Jack Taylor. The impetus for the program was a simple insight:
Jack noticed that as his company expanded, it was difficult to
ensure that thousands of autonomous locations provided the
same type of superior service that he had championed in his
original seven-car rental shop.
Enterprise’s tried-and-tested survey contains only one measure:
“Overall, how satisfied were you with your most recent rental?”
This simple survey, powered by MaritzCX, enables Enterprise
frontline managers to know exactly which customers were
dissatisfied—and follow up with them personally. Enterprise
embedded customer satisfaction into every piece of their
culture. Everyone, from the C-Suite to the newest employee,
understands that superior service, as measured by the
percentage of top box customers, is one of Enterprise’s
critical leading indicators.
And the numbers back it up. Enterprise has identified that
completely satisfied customers are three times more likely to
choose Enterprise again. They’ve also discovered that these
customers make 90% of referrals. What’s more, the percent of
customers who give neutral or worse answers has decreased
from 12% to 5% since the program’s implementation.
95%
Rate of Survey Completion Among Those Who Answer
the Phone
3X
The Multiple of Likelihood That
Completely Satisfied Customers Will
Repurchase
90%
Of Referrals Are Made by
Completely Satisfied Customers
Founder-Led Success“
Jack Taylor, Founder
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In today’s connected world,
learning from and engaging with
our customers is key to delivering
the very best customer experience.
We need business partners that
think clearly, respond quickly and
constantly innovate. I believe
MaritzCX has the potential to lead the
way with insight and action, research
and technology—all in one place.”
NextGen Healthcare is driving client-centric changethroughout the organization by relying upon its highly developed VoC program. The ongoing change and continuous improvement empowers long-term, sustainable client success while simultaneously creating consistently great client experiences every day.”
Jacqui Darcy, Director of Client Satisfaction, NextGen Healthcare Satisfaction
““
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“Gamers are surprised that a big publisher like Activision is actually willing to listen, since traditionally when comments get shared in forums and social media, they go unanswered.”
Activision has been changing the way people
play for more than 30 years. The company has
created some of the most iconic and memorable
game experiences of all time. Activision operates
in more than 15 countries with over 500 million
users, making them the largest gaming network
in the world.
For a company that is in the business of engaging
entertainment and thrilling fun, Activision doesn’t
play games when it comes to listening to its
customers. The company has had a formal Voice
of the Gamer (VoG) program since 2014 in an
effort to get closer to its players, gather feedback
and improve the gamer experience. In addition
to interacting with gamers online, they reach out
with surveys after support interactions to solicit
feedback and let players know the company cares
about their experiences and ideas.
8% Service Satisfaction Increase
(Call of Duty)
143,000 Responses for One Game
(One Week Beta)
Jennifer Maldonado, Senior Business Analyst, Voice of the Gamer Program Manager
Games Galore
®
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Breaking Down CX Barriers
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On the first day at Avnet, every employee learns that customer service excellence is a core company value. They’ve created a culture of company-wide customer service excellence that requires employees to understand the customer and their roles in delivering a consistently great customer experience.
Technology Clout
20% Increase in NPS
Named on FORTUNE “Worlds Most Admired
Companies® List
100,000+ Customers
“Our customers are not just a transaction to process. We recognize that our customers are the only reason for our business, and that our employees are the means to serve our customers.”
Terry Cain, Vice President, Global Customer Engagement
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We listen and advocate on behalf of our customers.
This practice will enable us to deliver a world- class
customer experience. By delivering on these values,
we can create a public transport system that our
customers value and choose to use.”
“
Qantas differentiates itself by delivering exceptional customer experiences. Through the MaritzCX
platform we’re able to listen and learn from our customers, enabling us
to tailor products and services that drive continued loyalty.”
“
Vanessa Kerrigan, Manager of Customer Advocacy
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Mountain America has remained true to its vision of helping members achieve their financial dreams. They began using the MaritzCX Voice of Customer/Employee platform to help monitor employee engagement and build an exceptional work environment. Since implementation, the credit union has been consistently ranked as one of the top places to work in all five states where branches are located.
Dreams Come True
4% Increase Share of Wallet (Loans)
20,000 New Members Per Year
31% Increase in Membership
“We now have the tools to measure employee engagement and identify service areas and categories where we need to have a high focus.”
Dennis Bromley, Mountain America Credit Union
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Even for a bank that connects with its customers
at the highest level, Frost, through its partnership
with MaritzCX, was able to learn even more about
a customer’s experience in the financial center and
with the bank’s top-rated mobile app.
The partnership helped to bring important drivers
of engagement and growth to the forefront. Using
analytical, reporting, and problem resolution tools,
Frost has deepened its relationship with customers.
By learning more about customers’ perceptions and
needs, Frost has discovered underlying opportunities
for innovation to continue building on its industry-
leading level of customer service and satisfaction.
91% Customer Retention
J.D. Power’s Highest Rated Bank in Texas
862 862 Score Retail
Banking Satisfaction Study (National Average is 790)
Bank on it
Frost continues to set the bar for the industry in terms
of excellence in customer
satisfaction, but that doesn’t
mean we’re content to rest
on our laurels. We continually
strive to improve the customer
experience across all regions
of our company and across all
platforms and touch points.”
Dick Evans, Frost Chairman and CEO
“
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‘Great customer service’ isn’t a phrase normally associated with the airline industry, but Aeromexico is doing its best to change that stereotype. Aeromexico is pioneering a unique program to identify every weakness in the travel experience and improve the processes that most impact that experience.
“If I say the word Aeromexico, and all you say is ‘too expensive,’ then I have done a very poor job convincing you of the value of our plane ticket.”
Edouard Piquet, Senior Vice President of Customer Experience at Aeromexico
Great Customer Service
3,000+ At-Risk Customers Regained
Strong NPS Increase Equates to $12 Million
in Revenue
Successful Revamp of Frequent Flyer
Program
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EMC’s dedicated customer experience (CX) program collects, aggregates and analyzes customer data
and translates it into meaningful and personalized insights
to drive customer-specific outcomes that shape EMC’s
processes, products, and services.
EMC has invested in advanced analytics capabilities to drive
deeper customer intimacy. Recently, EMC implemented
a predictive customer insights model to identify and
proactively reach out to potentially dissatisfied service
customers. This model has resulted in an 153% increase
in customer satisfaction. It has also spurred new
customer-centric innovations such as development of
user-friendly data visualization tools designed to arm
customers and employees with greater transparency
around key CX metrics.
EMC’s total customer experience approach is a true market
differentiator and has been validated by prominent industry
groups and resulted in notable increases in its customer
Net Promoter Score ratings.
Total CX Approach
“What is the difference between EMC and its competitors? The EMC folks—they speak business outcomes… The experience is consistent across all departments—it is about how to delight me and how to
make my experience better.”
Low Keong Keong, CFO, Trusted Source
Private Ltd. (EMC Customer)
92,000 Partner and Survey
Responses Collected in 2015
4-time Winner, Temkin Group Customer Experience
Excellence Award
24% Increase Over Twelve Months in Customer
Net Promoter Score ratings
