Industry veteran Mike Sinoway has always believed that customer experience (CX) is about knitting the voice of the customer into the fabric of every business. As CEO of MaritzCX, Sinoway leads a team of marketing research professionals, and offers an innovative CX technology platform that helps businesses deliver customer experiences that accelerate insights, results, and business value. Additionally, the ability to bring together subjective and objective assessment from customers through mystery shopping truly portrays the uniqueness of MaritzCX.
Helping clients to drive their ROI on CX campaigns, MaritzCX’s approach is offering them a balance between measurement, planning, and action. The best practices expertise, and tools extended to clients allow them to follow up on specific dissatisfied customers, in an effort to change their stance. The action-planning framework built into the technology allow entire business units to set goals for improvement, and then define the tasks to implement those advances. Collaborating primarily with an enterprise client base, MaritzCX typically has complex data sets and large volumes of information to deal with. The prime goal is to help clients by assigning experienced market research professionals. This gives them additional insights about data usage, the appropriate actions necessary for its utilization, and the information that would be ideal to collect for the assessment. Following this, the best sources to obtain this information is agreed upon, encompassing a wide range of surveys, tests, and social media platforms.
Today, organizations are increasingly moving away from surveys alone. Instead, enterprises are looking for tools that monitor customer behavior on the devices that matter to them, and which will help them identify key metrics of customer experience,for instance, precise reasons for dissatisfaction with a particular product or service.
Providing tightly integrated research and technology solutions, we aim to drive better customer experiences and business insights so our clients can understand customer feedback, track trends, and drive better business decisions
In tune with these developments, MaritzCX has already implemented chat mechanisms and social media mining, therefore moving beyond traditional surveys. “Also, the integration of artificial intelligence and machine learning into systems, aids running statistical analysis to search for rising trends,” says Sinoway. While there is an escalating need to adapt to such trends and integrate newer technologies into systems, the main objective of MaritzCX is achieving useful and reliable insights that drive business value and better customer experiences.
In one instance, MaritzCX has helped one of its clients from the automotive industry to leverage real-time data to define sales actions to drive additional revenue. This is done by collecting customer experience data and identifying from it, the drivers of customer satisfaction, segment by segment; this pertains to demographics, socio-economic factors of the customer that help them deal with their clients in the most personalized way possible.
MaritzCX’s expertise in CX is becoming increasingly desirable as businesses try to combat challenges that exist in the CX arena, the most prevalent of which is the lack of data governance. MaritzCX is the only CX provider uniquely positioned to offer a holistic CX governance solution by providing a central authority to coordinate customer interactions across various departments to avoid ambiguity. Adding to MaritzCX’s value proposition is there unique work culture. As a combination of a 40-year-old market research company, Maritz Research, and a technology startup, the work culture fosters discipline and high energy for delighting customers.
With such aptitude, MaritzCX continues to drive CX business in the Asia-Pacific region as customer experience continues to become more crucial. Providing relevant tools, MaritzCX enhances the clients’ overall customer experience by using research methodologies and best practices and survey-oriented tools to provide services that are distinctive in the market. Conclusively, Sinoway states, “Providing tightly integrated research and technology solutions, we aim to drive better customer experiences, and business insights so our clients can see and understand customer feedback across various market segments, track trends and drivers, and drive better business decisions relative to what their customer expectations are.”