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Improving the Customer Experience Through Big Data [VIDEO]

I was invited by  David Pittman of IBM Big Data to participate in a Google Hangout about Big Data and customer experience management (CEM). Stacy Leidwinger, Sr. Dir. of Product Management at IBM Vivisimo, and I talked about how businesses can improve the customer experience using Big Data principles. Also, you can read more about CEM and Big Data in my […]

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One Thing You Need To Know About Statistics. Maybe Two

In my professional work, I use statistics to help businesses make sense of their data. By applying statistics to their wide array of business data, senior executives can gain deep insight about actions they can take to drive their business forward. Apart from this narrow application of statistics, I am a big believer that understanding statistics […]

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The Hazards of Bad Data in Customer Experience Management [INFOGRAPHIC]

Customer experience management is a data-intensive effort. Relying on a variety of different data sources, businesses try to gain insight to optimize business process, improve outbound marketing efforts and maximize cross-channel understanding of their customers. It is important to consider the quality of your data. Poor data will lead to poor decisions about how to manage […]

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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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Big Data Advances in Customer Experience Management

I gave a talk last week on Big Data and Customer Experience Management and how Big Data will change how companies think about their Customer Experience Management programs.  This talk was part of a larger webinar on competitive analytics that was co-sponsored by TCELab and Omega Management.  Some of the content below appears on prior blogs but not in […]

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Big Data

Big Data has Big Implications for Customer Experience Management

Unless you have been living under a rock, you know that Big Data is the latest buzz word in the world of business. The concept of Big Data is broad one and I consider it an amalgamation of different areas that help us try to get a handle on, insight from and use out of […]

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Visualizing Product Quality and Customer Service Quality

I recently wrote about (and visually illustrated) the different types of customer loyalty in customer experience management programs. In that post, I showed how factor analysis can be used to help us understand the measurement and meaning of customer loyalty. In this week's post, I use factor analysis to illustrate the measurement of two primary touch points about […]

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Customer Metrics

Four Things You Need to Know about Your Customer Metrics

A successful customer experience management (CEM) program requires the collection, synthesis, analysis and dissemination of different types of business metrics, including operational, financial, constituency and customer metrics (see Figure 1).  The quality of customer metrics necessarily impacts your understanding of how to best manage customer relationships to improve the customer experience, increase customer loyalty and grow your business. […]

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