• February 23, 2012

Maritz Research Releases Capella Platform for Customer Experience Management

Maritz Research today unveiled its new customer experience measurement and action platform, Capella, to rescue business professionals who are drowning in data.

The configurable solution offers a complete, end-to-end approach to designing, measuring, and managing large-scale customer experience (CE) programs, from sample design to action planning. Named Capella for its ability to deliver a clear and powerful voice of the customer, the platform was created for companies that are serious about fully understanding their customers' experiences, and then taking action to improve and grow their businesses.

Capella uniquely incorporates four tools to help manage and track actions that have the highest impact on the customer experience. They are the following:

  • Helping front-line employees;
  • Resolving customer issues;
  • Identifying what makes customers angry; and
  • Taking steps to improve issues that make customers angry.

"With the introduction of Capella, we're making it easier for business professionals, whether they're a researcher, an operations manager, or an executive, to make sense of and act upon the mountains of customer feedback they receive," said Dave Fish, senior vice president of strategic marketing and product development at Maritz Research, in a statement. "Unlike other CE tools, Capella is not simply an online reporting tool for customer data. Capella takes CEM further by fully synthesizing customer experience information integrated from multiple sources. The platform then provides the tools to guide users through fixing the most important problems; helping them assign teams, uncover causes, take specific actions, and track their effectiveness."

Capella's user interface and customizable dashboards enable businesses to answer essential questions and take action upon the results. Performance reports are given for the local unit and company-wide. Hot alerts display real-time issues that need to be addressed quickly. Employee dashboards include individual performance ratings using multiple measurement scales. Priority dashboards outline which operational issues or processes should be addressed.

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