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 organisations 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

organisations’ 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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3X Greater NPS Score

From Engaged Customers

Identified 11% of Customers

“At Risk”

Uncovered Change

Interactions and Product Blind

Spots

3X

Transamerica’s journey started with an NPS measurement programme. Soon the team’s surveys revealed many areas where improvement was needed. A cross-functional eff ort 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 ExperienceTransamerica

Data Powerhouse

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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.

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 programme suitable for

their customers, and the large and complex

hierarchy structure.

Since the inception of the partnership and launch of

the programme, 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

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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.

“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

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109,000 Surveys

46% (At-Risk Clients)

Improved Retention of Respondents

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 eff ort for our customers.”

Kathy Clark, Voice of Customer Manager

CX Insights Payday

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Take care of your customers

and employees first, and the

profits will follow.”

“

Jack Taylor, Founder

The ideas behind Enterprise’s successful customer

satisfaction programme were spearheaded by its founder

Jack Taylor. The impetus for the programme 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 programme’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

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NextGen Healthcare is driving client-centric changethroughout the organisation by relying upon its

highly developed VoC programme. 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

“

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.”

Martin Burke, Head of Customer Quality, Volkswagen

“

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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.”

Jennifer Maldonado, Senior Business Analyst, Voice of the Gamer Programme Manager

®

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) programme 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)

Games Galore

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Breaking Down CX Barriers

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20% Increase in NPS

Named on FORTUNE “World’s Most Admired

Companies®️” List

Featured on the Ethisphere Institute’s 2016 World’s Most

Ethical Companies List for 3rd

Straight Year

On the fi rst 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

“Our customers are not just a transaction to process. We recognise 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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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

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.”

“

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4% Increase Share of Wallet (Loans)

20,000 New Members Per Year

31% Increase in Membership

Mountain America has remained true to its vision of helping members achieve their fi nancial 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 fi ve states where branches are located.

Dreams Come True

“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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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

“

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

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3,000+ At-Risk Customers Regained

Strong NPS Increase Equates to $12 Million

in Revenue

Successful Revamp of Frequent Flyer

Programme

‘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 programme 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

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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)

“

EMC’s dedicated customer experience (CX) programme

collects, aggregates and analyses customer data

and translates it into meaningful and personalised 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 visualisation 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

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

Schedule a Demo

sales@maritzcx.com

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maritzcx.com

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