The Maritz CE – 3D Framework™

Start the evolution!

The fact is many basic practices still remain relevant. They just need to evolve. So whether you are assessing your current program or building from the ground up, Maritz takes you and your company through the five fundamental stages to the Maritz CE-3D Framework.

With the CE-3D Framework —

  • Insight teams will learn to draw solid insights from improved data.
  • Finance executives will gain a stronger ROI and actionable metrics from the Voice of the Customer.
  • Managers and employees will be successful in consistently using a growing amount of data to create an effective action plan.
  • Organizations will do even more to benefit from consumers that share their experiences via word of mouth, Facebook or Twitter.

The Maritz CE-3D Framework is the model for how you can improve your customer experience measurement program. The fact is many practices still remain relevant. They just need to evolve.

Engage the Customer

Whether it is via new technology or a more engaging survey design, customers should be the central focus of the feedback process. We want to re-engage customers in the process allowing them to tell their stories, when they want and how they want.

Help insight teams create clarity from complexity

Integrating customer feedback from multiple sources can be challenging. Through convergence analysis we compare all sources feedback, whether it is from social media or mystery shopping, and link the insights back to business metrics to make the complex simple and ensure nothing is missed.

Enable front-line managers and employees to deliver results

Once the insights are clear, it is useless unless you can communicate the customer feedback and facilitate an action plan. We engage managers and employees in the process, and then develop and deploy a results-driven plan.

1.Design

The best customer experience program must be customer-centric and results-driven

We view the customer as a consumer, not a respondent. We give them more options as to how and when they may respond; we let them tell their story. And your Customer Experience Measurement strategy must start with the end in mind. This will help drive results desired results that will achieve meaningful change.

2.Listen

Be holistic - listen to all the customer feedback channels

It’s easy to be drawn to familiar venues for customer feedback, yet today the options go well beyond the valid, but conventional tools. We integrate a wider variety of listening channels to achieve a 360 degree view of your customers.

3.Integrate

More than a top line summary

A harmonized chorus of customer feedback is more accurate, detailed and actionable than a single source alone. Through a formal process, we combine and compare multiple customer feedback sources. Then we will link the integrated story to the bottom line to truly understand the financial benefits of satisfying customers.

4.Analyze

Uncovering the meaning of it all

As we evaluate the wealth of information from the wide range of sources, we use sophisticated, state-of-the-art analysis, modeling and simulators to glean convergent and divergent findings at both the enterprise and unit levels. Then we create powerful reporting websites that deliver these vital discoveries in a user-friendly, dynamic representation.

5.Act

Translating analysis into action

Yes, actions speak louder than words. And nobody knows that better than we do. Maritz Research understands the need to help your managers and employees turn customer experience measurement into a sustained action plan that will deliver results. Month-after-month. Year- after-year.

More satisfied customers. More satisfying business results.

Finally, mission critical factor for success is fine-tuning this process so we can be sure it empowers all stakeholders to prioritize and assign customer-driven action items to a larger group of their associates. This ensures accountability for everyone.

Let’s talk

To learn more, call 877-4-MARITZ