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Maximizing Your Customer Experience Research Investment

Why all the interest in linkage and what is it really?
Join Eric Levy, Director, Research Services for Maritz Research on April 5th, and find out.

Levy says there are two major trends driving interest in linkage:

1. companies continue to seek better ways to confidently improve their decision-making regarding organizational investment; and
2. the need to understand and align management efforts both within and across organizational boundaries.

According to Levy, linkage analysis connects customer and employee surveys, customer comments and other metrics to each other. More exciting, he says, is that linkage can connect these inputs to operational measures, driving customer and employee satisfaction, as well as downstream business results.

“Having these linkages within an organization gives management both an “upstream” and “downstream” perspective, allowing the organization to make more effective and insightful decisions,” Levy says.

Not all companies are ready or able to use linkage. There are a number of key steps and specific preparation that companies can do to pave the way for this enlightening and useful process. Without getting deep into statistical concepts, this program will highlight specific activities that companies can do NOW to glimpse the power of the information they already own.

Levy will also discuss some far reaching improvement ideas such as blueprinting, integrating the voice of the customer and ways to connect survey data to financial and operational results.