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Gleanster: Actionable insights at a glance

Gleanster – Actionable Insights at a Glance

I am happy to announce that I have joined Gleanster’s Thought Leader group as a contributing analyst. Gleanster is a market research and advisory services firm that benchmarks best practices in technology-enabled business initiatives, delivering actionable insights that allow companies to make smart business decisions and match their needs with vendor solutions. In my role at […]

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Why do we use surveys to measure customer loyalty?

Customer loyalty is the leading indicator of business growth. As such, companies track objective measures of customer loyalty to help them monitor the health of the customer relationship. Some objective customer loyalty metrics are: Customer retention/defection rates New customer growth Average revenue per user (ARPU) Despite the existence of these (and other) objective metrics of […]

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Beyond the Ultimate Question

Try these Customer Loyalty Questions for your Relationship Survey

Customer loyalty is the leading indicator of business growth. In fact, a main reason why companies implement voice of the customer (VoC) initiatives is to improve customer loyalty. Based on a 2010 study by Gleanster, asking 276 companies about their customer feedback management initiative, a majority of the loyalty leading companies said they implemented their […]

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Wade Loves Costco and so Does Wade

Wade is a good friend and colleague. Even though he lives in San Diego and I live in Seattle, we talk regularly to consult each other on topics of interest to us. These topics range from the best pesto recipes to, yes, customer feedback programs. I visited Wade last week to help him celebrate his 50th […]

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Optimizing your customer relationship survey

Companies use customer relationship surveys to understand and improve the health of the customer relationship. Customers are asked to provide ratings about their overall experience with and loyalty towards the company/brand. These customer feedback data are analyzed to help companies diagnose problem areas that, when addressed, will increase customer loyalty, driving business growth. Even though […]

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Know your Enterprise Feedback Management Provider

I recently wrote about the value of Enterprise Feedback Management vendors. EFM is the process of collecting, managing, analyzing and disseminating different sources (e.g., customers, employees, partners) of feedback.  EFM vendors help companies facilitate their customer experience management (CEM)  and voice of the customer (VoC) efforts, hoping to improve the customer experience and increase customer loyalty. […]

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Linkage Analysis for Your VoC Program

Linkage Analysis for Your VoC Program – Free Paper

Customer feedback provides useful information about the health of the customer relationship. Relationship and transactional surveys, commonly used to capture customer feedback, are used to assess and improve that health. While customer feedback metrics provide great value in and of themselves, when used with other types of business data, they can address meaningful business questions: […]

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bob@businessoverbroadway.com | 206.372.5990

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