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Archive | Customer Metrics

The Stability of Customers' Sentiment, Satisfaction and Recommendation Intentions

Businesses assess the attitudes of their customers using customer surveys. The purpose of these surveys, typically conducted annually, is to help companies maintain or improve the quality of the customer relationship. The quality of the customer relationship is typically indexed by a few key questions, each measuring something important about the health of the customer relationship. These […]

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Development of the Customer Sentiment Index: Reliability, Validity and Usefulness

This is Part 3 of a series on the Development of the Customer Sentiment Index (see introduction, Part 1 and Part 2). The CSI measures the degree to which customers hold positive/negative attitude about your company/brand. The CSI is based on a single survey question that asks customers to use the best word to describe the company/brand. This […]

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The Hidden Bias in Customer Metrics

Business leaders understand how their business is performing by monitoring different metrics. Metrics are essentially a summary all the data (yes, even Big Data) into a score. Metrics include new customer growth rate, number of sales and employee satisfaction, to name a few. Your hope is that these scores tell you something useful. There are a few ways to […]

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Which Customer Loyalty Metric is the Best? My Interview with Jeff Olsen of Allegiance Radio

I gave a talk at VoCFusion last month on the value of Big Data in customer experience management (CEM). After the talk, I was interviewed by the multi-talented Jeff Olsen of Allegiance (the conference organizer). Listen to the interview >> Jeff's questions and my abridged answers (along with some links to supporting content) appear below.  We cover […]

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Share a Joke for a Chance to Win the New Book, Total Customer Experience

My new book, TCE - Total Customer Experience: Building Business through Customer-Centric Measurement and Analytics, is now available on Amazon.com.  The book, available in both a Kindle edition and paperback, contains research-supported insights on the proper use of customer-centric measurement and analytics that will help businesses improve the customer experience and increase customer loyalty. I am offering a free pdf […]

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How the Right Loyalty and Operational Metrics Drive Service Excellence - Webinar

Last week, I spoke at the CustomerThink Customer Experience Thought Leader Forum, which includes customer experience researchers and practitioners sharing leading-edge practices. Bob Thompson, founder of CustomerThink, organized several sessions focusing on specific CX issues facing business today. In our session, titled Customer Service Excellence: How to Optimize Channel and Metrics to Drive Ominchannel Excellence, Stephen Fioretti, […]

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What is Customer Loyalty? Part 1

There seems to be a consensus among customer feedback professionals that business growth depends on improving customer loyalty. It appears, however, that there is little agreement in how they define and measure customer loyalty. In this and subsequent blog posts, I examine the concept of customer loyalty, presenting different definitions of this construct. I attempt […]

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Top 10 B.O.B. Blog Posts of 2012: Big Data, Patient Experience and Customer Metrics

The field of customer experience management (CEM) has seen much growth in 2012. I tried to keep pace with this growth which, I hope, is reflected in the content of my blog posts this past year. My posts included a variety of topics, ranging from how Big Data principles can help the field of CEM […]

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bob@businessoverbroadway.com | 206.372.5990

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