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Archive | Customer Surveys

Four Ways Big Data Can Improve Customer Surveys

Customer surveys remain the primary source of customer feedback for many companies, despite the growth in adoption of other customer feedback sources like social media, call center conversations and emails. Customer surveys typically contain structured questions, asking customers to rate their level of satisfaction with their experience. Two popular customer surveys are relationship and transactional […]

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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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The Value of Opinion versus Data in Customer Experience Management

Senior executives make business decisions based on different types of information. They can use their gut feelings to guide their decisions, they can use data to inform their decisions or they can use both.  Executives' decisions can be guided by their prior experiences or an examination of a whole host of business data to help […]

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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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