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Archive | Customer Satisfaction

In a Word: The Customer Sentiment Index

Did you know that CSI can help you understand, in just one word, the health of your customer relationships? No, I don’t mean Crime Scene Investigator, although that might help in some cases. I am writing about the Customer Sentiment Index (CSI), a measure based on a single word that customers use to describe a company. The […]

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United States of America's CTO Wants You to Kick Ass with Big Data

I recently watched an 8-minute TechCrunch interview of United States of America's Chief Technology Officer, Todd Park, that got me really excited.  It turns out that the Federal government has a lot of free data. In the interview, Mr. Park encourages developers and entrepreneurs to download these data for the purpose of building new products, services, and companies. Park emphasizes […]

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Linking Constituency and VoC Metrics

Business linkage analysis is the process of linking disparate business data sources together for the purposes of understanding the relationships between them (See Figure 1). Constituency linkage analysis allows us to better understand how employees and partner relationships impact the health of the customer relationships. The service profit chain depicted in Figure 2 (I added […]

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Linking Operational and VoC Metrics

Business linkage analysis is the process of linking disparate business data sources together for the purposes of understanding the relationships between them (See Figure 1). For operational linkage analysis, we are interested in understanding the relationship between customer feedback metrics and operational metrics. Demonstrating the statistical relationship between customer feedback metrics and operational metrics is […]

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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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20 Best Practices for Customer Feedback Programs: Method and Reporting

Below is the next installment of the 20 Best Practices for Customer Feedback Programs. Today's post covers best practices in Method and Reporting. Best Practices in Method and Reporting Customer requirements are those aspects of the customer experience that are important to the customers. Establishing a comprehensive list of these customer requirements is necessary in any […]

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20 Best Practices for Customer Feedback Programs: Business Process Integration

Below is the next installment of the 20 Best Practices for Customer Feedback Programs. Today's post covers best practices in Business Process Integration. Business Process Integration Best Practices The area of Business Process Integration addresses the extent to which the organization embeds elements of the customer feedback program (including processes and data) into other business […]

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20 Best Practices in Customer Feedback Programs: Building a Customer-Centric Company

Customer feedback programs (sometimes referred to as Voice of the Customer Programs, Customer Loyalty Programs) are widely used by many companies. These customer feedback programs are designed to help them understand their customers’ attitudes and experiences to ensure they are delivering a great customer experience. The ultimate goal of a customer feedback program is to […]

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bob@businessoverbroadway.com | 206.372.5990

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