-
Are U.S. Hospitals Delivering a Better Patient Experience?
The Centers for Medicare & Medicaid Services (CMS) use patient feedback about their care as part ...
Development of the Customer Sentiment Index: Reliability, Validity and Usefulness
This is Part 3 of a series on the Development of the Customer Sentiment Index (see introduction, Part 1 and Part 2). The CSI measures the degree to which customers hold positive/negative attitude about your company/brand. The CSI is based on a single survey question that asks customers to use the best word to describe the company/brand. This […]
Development of the Customer Sentiment Index: Lexical Differences
This is Part 2 of a series on the Development of the Customer Sentiment Index (see introduction, and Part 1). The CSI assesses the extent to which customers describe your company/brand with words that reflect positive or negative sentiment. This post covers the development of a judgment-based sentiment lexicon and compares it to empirically-based sentiment lexicons. Last week, I created […]
Top 10 BOB Blog Posts of 2014: Empathy, Big Data and Metrics
I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. The topic of empathy topped the list of posts this year. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. Other top posts reflected Big Data […]
My Big Data Resolution for 2015
I generally like precision, and I strive for it in my writing and thinking. It certainly helps in communicating ideas., However, I have been pretty relaxed in how I use the term, Big Data. I’ve used the term to refer to the size of the data set (e.g., “We have Big Data.”). I have even used it to […]
Beyond the Ultimate Question
Measuring Customer Satisfaction and Loyalty (3rd Ed.)