Randy Brandt
I am responsible for helping Maritz clients develop and/or improve their customer and employee measurement strategies. I serve as an internal consultant to sector leaders and account managers and as an external consultant to clients. I help Maritz integrate research solutions with its other products and services to help clients reach their business goals.
Voice of the Customer (VoC) integration is a process designed to blend data from surveys, inbound customer communications, social media, and other sources so...
Many of you may recognize the title of this Eric Clapton song showcased in the 1986 film The Color of Money. The song is...
Anybody who watches the...
Selecting the “right” core customer metric is one of the most critical challenges organizations face as they attempt build an effective VoC program. Whether...
Customers talk and write about their experiences. They praise and will recommend one company, while sharing horror stories and admonishing other consumers to stay...
I’m a big fan of Fred Reichheld. I don’t always agree with him; for example, I categorically dispute his claim that the Net Promoter...
This post is co-written by Randy Brandt, senior vice president of customer experience, and Lorenzo Introna, vice president of product development. In last week’s blog,...
In last week’s blog, I shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research (download...
Move over marketing researchers, and make room for social media. That’s what we’ve been hearing for several years now. Today a plethora of websites...
In yesterday’s blog, I discussed how Maritz Research has been studying the emotional side of customer experience over the past couple of years. I...
“Just ask how I’m feeling. Just ask and I may tell you…but no one does.” ——- Think about the last time you dined at a…
On Friday morning, the day after Thanksgiving, I placed an online order for a Christmas gift for my wife. I was pleased to...
No doubt many of you are familiar with Hans Christian Andersen's "The Emperor's New Clothes." Wikipedia describes it as a tale about...
Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be "the best measure of customer loyalty." ...