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Tag Archives | CEM

Loyalty Driver Matrix

Understanding Customer Survey Data: Descriptive, Predictive and Prescriptive Analytics to Improve Customer Loyalty

Customer relationship surveys play a major role in helping improve the customer experience and increase customer loyalty. By gathering customer perceptions of their experience as well as their likelihood of engaging in different types of customer loyalty behaviors, companies are able to use these data to get insight about how to improve the quality of the […]

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In the Absence of Data, Everyone is Right

I wrote a post last week that compared two ways to make decisions/predictions: 1) opinion-driven and 2) data-driven. I am a big believer of using data to help make decisions/predictions. Many pundits/analysts made predictions about who would win the US presidential elections. Now that the elections are over, we can compare the success rate for […]

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The Big Data Problem in Customer Experience Management: Understanding Sampling Error

Big Data is being touted as the next big thing for businesses. The benefits of Big Data are apparent in many areas, from search results and recommendation engines to customer experience management. By analyzing massive amounts of quickly expanding, diverse data, businesses are able to gain the insights they need to beat their competitors. A […]

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Is the Importance of Customer Experience Overinflated?

Companies rely on customer experience management (CEM) programs to provide insight about how to manage customer relationships effectively to grow their business. CEM programs require measurement of primarily two types of variables, satisfaction with customer experience and customer loyalty. These metrics are used specifically to assess the importance of customer experience in improving customer loyalty. Determining […]

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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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Three Upcoming Talks on Big Data and Customer Experience Management

I have recently written on Big Data's role in Customer Experience Management (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 upcoming conferences in […]

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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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