For the past four years, the Marketing Research Conference has provided the industry with keynote speakers who are experts in the marketing and research fields.  This year will be no exception when nearly 500 mid-senior level marketers and researchers attend.  Maritz Research will unveil a new customer experience and loyalty improvement process at the event.

�Now is a perfect opportunity to showcase Maritz� proven customer experience management process,� said D. Randall Brandt, vice president of customer experience and loyalty, Maritz Research.  �In this current business climate, companies can no longer differentiate themselves on price or product quality alone.  The key to attracting and retaining loyal customers is managing the human element of the total customer experience.� 

Customer experience management is the process of creating greater value for customers by better understanding the drivers within the experience, enabling the people who touch your customers to act differently, and motivating them to care. Brandt states, �Understanding the needs, expectations, and priorities of customers is critical, but the simple fact remains that � to a large extent � success or failure in managing customer experiences is in the hands of the front-line employees.  So, it is imperative to understand the customer experience from the ground up.�

Maritz� innovative six-step customer satisfaction analysis and employee research process helps organizations understand, enable and motivate their people for business growth.  The process provides the framework, tools and support necessary to differentiate customer experiences at the local level into benefits at the corporate level.  

Information on Maritz� cutting-edge analysis and research will be available at booths 713-715-717 where a free white paper will outline how unit level customer experience can differentiate and grow business.  In addition, visitors will learn how to take qualitative data and develop it into a science so customer comments can be understood and turned into data.

About Maritz Research
As one of the world�s largest marketing research firms, Maritz Research, a unit of Maritz Inc., helps many of today�s most successful companies improve performance through a deep understanding of their customers, employees and channel partners.  Founded in 1973, it offers a range of strategic and tactical solutions concentrating primarily in the automotive, financial services, hospitality, telecommunications and technology industries.  The company has achieved ISO 9001 registration, the international symbol of quality.  It is a member of CASRO and official sponsor of the American Marketing Association.  Based in St. Louis, Maritz Inc. provides market and customer research, communications, learning solutions, incentive initiatives, meetings and event management, rewards and recognition, travel management services, and customer loyalty programs.  Maritz has key offices in the United States, Canada, the United Kingdom, and Germany, with alliances in Europe, Africa, Asia Pacific and the Americas.  For more information, visit www.maritz.com or contact us at 1-877-4MARITZ.

Jennifer Larsen
Maritz Inc.
(636) 827-1523
[email protected]