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Customer Loyalty is Alive and Well
I read an article last week on Forbes, Customer Loyalty Is Dead. Long Live Engagement, ...
The What and Where of Big Data: A Data Definition Framework
I recently read a good article on the difference between structured and unstructured data. The author defines structured data as data that can be easily organized. As a result these type of data are easily analyzable. Unstructured data refers to information that either does not have a pre-defined data model and/or is not organized in a […]
O Canada… Anti-Spam Law! Are You Ready?
The Canada Anti-Spam Law (CASL) goes into effect this next Tuesday (July, 1). Hat tip to my my good friend and neighboring Canadian, Stephen King, for alerting me to this law yesterday in his post and its implications. In this post yesterday, he notes that violation of this law can result in a $10M fine. He points out […]
Improving Employee Empowerment Begins with Measurement
I read an article last week on employee empowerment by Annette Franz. She reflected on the merits of employee empowerment and also provided excellent examples of how employers can improve the customer experience by empowering their employees; she sites examples from the likes of Ritz-Carlton, Hyatt and Diamond Resorts, to name a few. Before employers […]
Your Product, Future and Employees: Three Customer Experience Pillars of Growth
Customer experience touch points are not created equal. Findings from a study of six B2B technology companies highlight the top customer experience touch points that drive different kinds of business growth. What helps businesses acquire new customers is not the same as what helps them keep customers or improve their share of wallet. Businesses are looking to the […]
Beyond the Ultimate Question
Measuring Customer Satisfaction and Loyalty (3rd Ed.)