Comments for Business Over Broadway

Comment on Unmasking the Problem with Net Scores and the NPS Claims by Unmasking the Problem with Net Scores and the NPS Claims | It's Emotional! | Scoop.it

Tue, 15 May 2012 02:34:43 +0000

[...] businessoverbroadway.com – Today, 8:34 PM [...]

Comment on Books by Business Over Broadway : Unmasking the Problem with Net Scores and the NPS Claims

Mon, 14 May 2012 10:02:48 +0000

[...] Books [...]

Comment on The Best Likelihood to Recommend Metric: Mean Score or Net Promoter Score? by Business Over Broadway : Unmasking the Problem with Net Scores and the NPS Claims

Mon, 14 May 2012 10:02:33 +0000

[...] TweetShare via emailI wrote about net scores last week and presented evidence that showed net scores are ambiguous and unnecessary. Net scores are created by taking the difference between the percent of “positive” [...]

Comment on The Value of Enterprise Feedback Management Vendors by Business Over Broadway : Analyzing Big Data: A Customer-Centric Approach

Business Over Broadway : Analyzing Big Data: A Customer-Centric Approach — Sun, 13 May 2012 00:42:47 +0000

[...] Customer Experience Management (CEM) is the process of understanding and managing customers’ interactions with and perceptions about the company/brand. Businesses are already realizing the value of integrating different types of customer data to improve customer loyalty. In my research on best practices in customer feedback programs, I found that the integration of different types of customer data (purchase history, service history, values and satisfaction) are necessary for an effective customer feedback program. Specifically, I found that loyalty leading companies, compared to their loyalty lagging counterparts, link customer feedback metrics to a variety of business metrics (operational, financial, constituency) to uncover deeper customer insights. Additionally, to facilitate this integration between attitudinal data and objective business data, loyalty leaders also integrate customer feedback into their daily business processes and customer relationship management…. [...]

Comment on How Oracle Uses Big Data to Improve the Customer Experience by Business Over Broadway : How Oracle Uses Big Data to Improve the …

Business Over Broadway : How Oracle Uses Big Data to Improve the … — Tue, 01 May 2012 06:19:24 +0000

[...] for more info: Business Over Broadway : How Oracle Uses Big Data to Improve the … [...]

Comment on Big Data has Big Implications for Customer Experience Management by Business Over Broadway : How Oracle Uses Big Data to Improve the Customer Experience

Mon, 30 Apr 2012 23:31:02 +0000

[...] recently wrote about the implications of Big Data on the practice of CEM and how Big Data providers can help companies integrate all their different business data (e.g., [...]

Comment on Getting the Most Value from your Employee Survey by How to Create an Effective Employee Survey | CallCenterBestPractices.com

How to Create an Effective Employee Survey | CallCenterBestPractices.com — Fri, 27 Apr 2012 13:34:46 +0000

[...] of Acquiro Systems, Inc. a firm specialising in the development of custom made software. [/hidepost]A series of practical tips on how to create an effective employee survey or organisational survey. E…incorporate the survey results for the most effective results. 1. Why conduct an employee survey? [...]

Comment on Big Data has Big Implications for Customer Experience Management by Blog - Kampyle Feedback Solutions | Getting to Know Big Data – Some Reading Recommendations

Tue, 24 Apr 2012 13:37:27 +0000

[...] E. Hayes of TCELab, in his recent article, Big Data has Big Implications for Customer Experience Management, provides a detailed overview of big data and how businesses can harness its value for enhancing [...]

Comment on Three Upcoming Talks on Big Data and Customer Experience Management by Business Over Broadway : Three Upcoming Talks on Big Data and …

Business Over Broadway : Three Upcoming Talks on Big Data and … — Mon, 23 Apr 2012 21:56:40 +0000

[...] for more info: Business Over Broadway : Three Upcoming Talks on Big Data and … [...]

Comment on Analyzing Big Data: A Customer-Centric Approach by Business Over Broadway : Three Upcoming Talks on Big Data and Customer Experience Management

Mon, 23 Apr 2012 15:12:22 +0000

[...] (CEM) and how companies can extract great insight from their business data when different types of business data are integrated with customer feedback data. I have been invited to share my thoughts on Big Data and Customer Experience Management at three [...]