Maritz Introduces 'Holistic' Customer Experience

US-based customer loyalty specialist Maritz Research has launched a measurement platform called Capella, to offer an 'end-to-end' approach to designing, measuring and managing large-scale customer experience (CE) programs - from sample design to action planning.

Founded in 1973, Maritz Research offers a range of solutions focusing primarily on the auto, financial services, hospitality, technology, telecoms, and retail industries. In October, the firm rolled out a benchmarking tool called CEBenchmark, to enable companies to compare their customer experience metrics across their own and other industry sectors.

Its new Capella solution incorporates four tools to help manage and track actions that have the highest impact on the customer experience. These include options to help front-line employees, resolve customer issues and identify what makes customers 'angry', and to highlight the steps needed to address those issues.

In addition, the solution provides performance reports on a local and company-wide basis, while displaying real-time alerts for issues that need prompt action. Employee dashboards offer individual performance ratings, and tools are included to identify which operational issues are most urgent.

Dave Fish (pictured) SVP of Strategic Marketing and Product Development, comments: 'With the introduction of Capella, we're making it easier for business professionals to make sense of and act upon the mountains of customer feedback they receive. Unlike other CE tools, Capella fully synthesizes customer experience information integrated from multiple sources, and then provides the tools to guide users through fixing the most important problems.'

Web site: www.maritzresearch.com .