Top of Page

The Strategic and Tactical Roles of Customer Surveys

Customer experience (CX) improvement efforts rely heavily on the use of customer feedback. While there are many different methods of collecting this feedback, customer surveys remain a popular choice among CX professionals. In this post, I will discuss how senior executives can use relationship and transactional surveys to get the information they need to make better […]

Continue Reading 1

Statistics: Is This Big Data’s Biggest Hurdle?

Big Data is less about the data itself and more about what you do with the data. The application of statistics and statistical principles on the data helps you extract the information it contains. According to Wikipedia, statistics is the study of the collection, analysis, interpretation, presentation, and organization of data. The American Statistical Association defines statistics […]

Continue Reading 1

Can Analytics Improve your Game?

The use of analytics is good for business. Researchers from MIT Sloan Management Review and IBM found that organizations that used business information and analytics outperformed organizations that did not. Businesses of all types are adopting the use of analytics to get use out of the vast amount of data that is being generated in our overly-quantified […]

Continue Reading 0
Comparing Loyalty Leaders and Laggards Across All CEM Activities.

6 Customer Experience Practices of Loyalty Leaders

In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps identify best practices that companies can adopt in their CEM efforts to increase customer loyalty. Customer satisfaction is important for business success. Satisfied customers recommend your brand to their friends, stay with you longer […]

Continue Reading 1

bob@businessoverbroadway.com | 206.372.5990

UA-23043697-1