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Archive | customer feedback programs

Improve the Customer Experience by Adopting Customer Feedback Best Practices

Take the Customer Feedback Best Practices Survey now and receive free executive summary of results Collecting, centralizing and acting on customer feedback is an important foundation for building a winning customer experience management (CEM) program. Past research shows that adoption of specific business practices improves the effectiveness of CEM programs (see results of this prior research here). Clicktools, […]

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Big Data

Big Data has Big Implications for Customer Experience Management

Unless you have been living under a rock, you know that Big Data is the latest buzz word in the world of business. The concept of Big Data is broad one and I consider it an amalgamation of different areas that help us try to get a handle on, insight from and use out of […]

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Gleanster - Actionable Insights at a Glance

I am happy to announce that I have joined Gleanster's Thought Leader group as a contributing analyst. Gleanster is a market research and advisory services firm that benchmarks best practices in technology-enabled business initiatives, delivering actionable insights that allow companies to make smart business decisions and match their needs with vendor solutions. In my role at […]

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Know your Enterprise Feedback Management Provider

I recently wrote about the value of Enterprise Feedback Management vendors. EFM is the process of collecting, managing, analyzing and disseminating different sources (e.g., customers, employees, partners) of feedback.  EFM vendors help companies facilitate their customer experience management (CEM)  and voice of the customer (VoC) efforts, hoping to improve the customer experience and increase customer loyalty. […]

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Linkage Analysis for Your VoC Program - Free Paper

Customer feedback provides useful information about the health of the customer relationship. Relationship and transactional surveys, commonly used to capture customer feedback, are used to assess and improve that health. While customer feedback metrics provide great value in and of themselves, when used with other types of business data, they can address meaningful business questions: […]

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Getting to Love: Customer Word Clouds

I continually look for ways to present data in ways that are both informational and visually interesting. My hope is that, if scientific rigor does not capture the readers' attention, the way in which the data are presented will. Last month, I stumbled across the use of word clouds in survey research. Word clouds are used to […]

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Business Linkage Analysis: An Overview

Customer feedback professionals are asked to demonstrate the value of their customer feedback programs. They are asked: Does the customer feedback program measure attitudes that are related to real customer behavior? How do we set operational goals to ensure we maximize customer satisfaction? Are the customer feedback metrics predictive of our future financial performance and […]

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bob@businessoverbroadway.com | 206.372.5990

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