Top of Page

Archive | Customer Experience Management

Internal consistency reliability

How Reliable is your CEM Program?

Companies rely on different types of statistical analyses to extract information from their Customer experience management (CEM) data. For example, segmentation analysis (using analysis of variance) is used to understand differences across key customer groups. Driver analysis (using correlational analysis) is conducted to help identify the business areas responsible for customer dis/loyalty. These types of analyses are […]

Continue Reading
VFT-500

Join View from the Top 500 (VFT-500) to Share with and Learn from your CEM Peers

Knowledge is power in the world of customer service. How this knowledge is acquired, understood and consumed will have a substantial impact on your business success. To help customer experience professionals succeed, Omega Management Group and its strategic partner, Anthony & Alexander Group, are providing a solution with their View From the Top (VFT-500) Research Panel, an exclusive […]

Continue Reading

Two Things Everyone Needs to Know About Your CEM Program

Customer Experience Management (CEM) programs are complex, data intensive programs. To be successful, you need to effectively communicate information about that program to important stakeholders, including employees, partners, and customers. We know that loyalty leading companies communicate customer initiatives throughout the company, from top executives to front-line employees.  For example, in a best practices study on […]

Continue Reading

Asking the Right Customer Experience Questions

Earlier this month, I spoke at the CustomerThink Customer Experience Summit 2011, a free virtual summit featuring Customer Experience researchers and practitioners sharing leading-edge practices to engage with today's empowered customers. The speakers showed how you can create a compelling customer experience that gives your organization a competitive advantage. For my talk, Asking the Right Customer Experience Questions, I presented […]

Continue Reading

Simplifying Loyalty Driver Analysis

Customer Experience Management (CEM) programs use customer feedback data to help understand and improve the quality of the customer relationship. In their attempts to improve systemic problems, companies use these data to identify where customer experience improvement efforts will have the greatest return on investment (ROI). Facing a tidal wave of customer feedback data, how do […]

Continue Reading

Maximizing the value of your customer experience management data

Customer experience management (CEM) programs can generate a lot of data. The value of these data is based on their utility to improve the customer experience and the overall quality of the customer relationship. Companies, to be successful need to effectively organize and analyze these large data sets as well as disseminate resulting information to […]

Continue Reading

bob@businessoverbroadway.com | 206.372.5990

UA-23043697-1