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Big Data Improves The Customer Experience Through Silo Integration
I had the privilege of delivering a talk on the topic of Big Data and Customer ...
The Big Picture of Big Data for 2014
Several Big Data vendors have provided their predictions about what we might expect from the field of Big Data in 2014. These predictions come from articles from the following vendors (links provide each vendor’s predictions): IBM, SGI, Think Big Analytics, Xplenty, Pentaho, Alpine Data Labs, MapR Technologies, DataDirect Networks and Concurrent. For each article, I used […]
Estimating Other “Likelihood to Recommend” Metrics from Your Net Promoter Score (NPS)
In the realm of customer experience management, businesses can employ different summary metrics of customer feedback ratings. That is, the same set of data can be summarized in different ways. Popular summary metrics include mean scores, net scores and customer segment percentages. Prior analysis of different likelihood to recommend metrics reveal, however, that they are highly […]
Top 10 BOB Blog Posts of 2013: It’s all About Loyalty and Analytics
I’ve rounded up my most popular (based on pageviews) blog posts from 2013. The top blog post was on the Customer Loyalty Measurement Framework which received three times as many views as the second most popular blog post. Many of the remaining top blog posts were on how companies can improve the value of their […]
The Meaning of Scale Values for Likelihood to Recommend Ratings
Customer experience management professionals use self-reported “likelihood” questions to measure customer loyalty. In their basic form, customer loyalty questions ask customers to rate their likelihood of engaging in different types of loyalty behaviors toward the company, including behaviors around retention (likelihood to leave), advocacy (likelihood to recommend) and purchasing (likelihood to buy different products). These loyalty […]
Beyond the Ultimate Question
Measuring Customer Satisfaction and Loyalty (3rd Ed.)