When it comes to customer experience research, no other marketing research company can offer you world-class thinking like the Maritz Research CE-3D Framework™. Leveraging over 30 years of experience across industry sectors with Fortune 100 companies, we make changes that impact your bottom line. We utilize an array of tools to capture the full customer story, make sense of it, and then empower front line employees to achieve meaningful results or improvements.
A wireless company striving to become an industry leader knew the key to success was an engaging customer experience. Maritz designed and launched a customer feedback tool, collecting comprehensive customer satisfaction measurements across all levels of the organization to help improve the customer's experience at every interaction.
Maritz Research designed and managed a customer satisfaction management study, conducting 80,000 customer telephone interviews monthly for a national bank. This allowed management to react quickly to potential problems and pinpoint opportunities for improvement. Additionally, Maritz prioritized customer feedback using true driver analysis, letting clients leverage customer feeback more fully to contribute to the bank's success.
Maritz CE-3D Framework provides perspective into the "three dimensions" of customer experience: customers, insight teams and managers, and employees taking action. By re-engaging customers in the feedback process, helping insight teams create clarity from complexity, and enabling managers and employees to deliver results, the framework can improve decision-making and financial performance.
