Top of Page

Development of the Customer Sentiment Index: Measuring Customers’ Attitudes

This is Part 1 of a series on the Development of the Customer Sentiment Index (see introduction here). The CSI assesses the degree to which customers possess a positive or negative attitude about you. This post covers the measurement of customers’ attitudes and the development of empirically-derived sentiment lexicons. I was invited to give a talk at the Sentiment […]

Continue Reading 0
Word cloud of responses from customer survey using the question, "What one word best describes this company's products/services?

Development of the Customer Sentiment Index: Introduction

In the next few blog posts, I will introduce a new metric, the Customer Sentiment Index (CSI). Integrated into your customer relationship survey, the CSI assesses the degree to which customers possess a positive or negative attitude about you. The development of the CSI involved the application of different disciplines including psychometrics, sentiment analysis and predictive analytics. Each weekly […]

Continue Reading 1

IBM and Hadoop Challenge You to Use Big Data for Good

Big Data is about solving problems by bringing technology, data and people together. Sure, we can identify ways to get customers to buy more stuff or click on more ads, but the ultimate value of Big Data is in its ability to make this world a better place for all. IBM and Hadoop recently launched the Big Data for […]

Continue Reading 0
Customer Genome Project

Big Data Integration and Your Customer Genome

One of business’ Big Data challenges is the integration of different data silos. The integration of these disparate customer data helps your analytics team to identify the interrelationships among the different pieces of customer information, including their values, interests, attitudes about your brand, interactions with your brand and more. Integrating information/facts about your customers allows you to gain an […]

Continue Reading 1

bob@businessoverbroadway.com | 206.372.5990

UA-23043697-1