Top of Page

Archive | Advocacy Loyalty

Your Product, Future and Employees: Three Customer Experience Pillars of Growth

Customer experience touch points are not created equal. Findings from a study of six B2B technology companies highlight the top customer experience touch points that drive different kinds of business growth. What helps businesses acquire new customers is not the same as what helps them keep customers or improve their share of wallet. Businesses are looking to the […]

Continue Reading
Customer Loyalty Measurement Framework

Customer Loyalty is Alive and Well

I read an article last week on Forbes, Customer Loyalty Is Dead. Long Live Engagement, by Curtis Bingham. He argues that companies need to use customer engagement metrics instead of using customer loyalty metrics. He, however, confuses the meaning of customer loyalty with the measurement of customer loyalty. While he correctly claims that most companies measure customer […]

Continue Reading

Nate-Silvering Small Data Leads to Internet Service Provider (ISP) industry insights

There is much talk of Big Data and how it is changing/impacting how businesses improve the customer experience. In this week's post, I want to illustrate the value of Small Data. Internet Service Providers (ISPs) receive the lowest customer satisfaction ratings among the industry sectors measured by the American Customer Satisfaction Index (ACSI). As an […]

Continue Reading

Map of US Hospitals and their Patient Experience Ratings

Hospitals are focusing on improving the patient experience.  The Centers for Medicare & Medicaid Services (CMS) will be using patient feedback about their care as part of their reimbursement plan for Acute Care Hospitals. Under the Hospital Value-Based Purchasing Program (beginning in FY 2013 for discharges occuring on or after October 1, 2012), CMS will make value-based incentive payments to […]

Continue Reading

The Relationship Between Survey Response Rates and Survey Ratings

When soliciting feedback from customers through formal surveys, we only receive a percentage of completed or returned surveys. This percentage (number of people who answered the survey divided by the number of people in the sample) is referred to as the response or completion rate. In practice, I have seen response rates as low as […]

Continue Reading

Improve the Patient Experience to Increase Patient Loyalty

Last week, I wrote about the data that the Federal government is giving away for free. Their intent is to encourage entrepreneurs and developers to build new and innovative products and services.  I highly recommend you check out the data.gov site for data in such areas as energy and education and safety. After doing several searches on the data.gov site, I […]

Continue Reading

The Net Promoter Score: Let Us Not Forget The Past

Those who cannot remember the past are condemned to repeat it. Those words are as true today as they were in 1905 when George Santayana coined that phrase. In 2003, the Net Promoter Score (NPS) was formally introduced by Fred Reichheld.  His and his co-developer's overstated claim that the NPS was the best predictor of business growth […]

Continue Reading

bob@businessoverbroadway.com | 206.372.5990

UA-23043697-1