New Book
On Kindle and Paperback
"In this disruptive era this book is a must read for any senior manager, customer experience professional or business analyst, who wants to achieve better sales results, lower costs, increase in profit."
~ Fred Zimny, Amazon comment
I am Business Over Broadway (B.O.B.). I share my thoughts about customer feedback programs (VoC, customer experience/loyalty programs) and the scientific method to anybody who wants to listen. To learn more about me and what I do, click here.
Beyond the Ultimate Question: Book includes comprehensive review of Net Promoter® Score (NPS) and presents better measures of customer loyalty. Best practices of customer feedback programs are identified. Case studies of Oracle and Akamai customer feedback programs are included.
Measuring Customer Satisfaction and Loyalty (3rd Ed.): Book includes discussion of how to measure the customer experience, including customer satisfaction and customer loyalty. Examples of use of customer surveys are presented, including driver analysis, KPIs, dashboards, and more.
