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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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