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Tag Archives | customer experience

Artificial Intelligence: The Customer Experience Imperative

Customer Experience Management (CXM) is the process of understanding and managing customers' interactions with and perceptions about the company/brand. In our Big Data world, improving the customer experience is increasingly becoming data-intensive endeavor. Consider CRM systems, surveys, social media sources, telemetry systems, and publicly available data sources; using the combined power of statistics and today’s […]

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These 13 Customer Experience Practices will Improve Customer Loyalty

Adoption of customer experience (CX) best practices plays a significant role in the success of any company. In this post, I present specific customer experience management (CEM) business practices that are linked to high customer loyalty. By adopting these activities into your CEM program, you improve the probability of your success. Researchers found that companies that have customers […]

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Two Surveys Every Customer Experience Program Needs

Executives use customer surveys to help them improve the customer experience. In this post, I will describe two types of customer surveys, each providing insight to help executives make better, customer-centric decisions. These surveys are relationship surveys and transactional surveys. Relationship Surveys Relationship surveys give executives the 30,000 ft view of the customer relationship landscape. Relationship […]

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Customer Loyalty Measurement Framework

Selecting the Right Customer Loyalty Measures for your CX Efforts

Customer loyalty plays a key role in any customer experience management program. Customer loyalty reflects the degree to which customers engage in positive behaviors toward and experience positive feelings about a company or brand. Your customer loyalty metrics plays large part in your customer experience analytics efforts; the goal of analytics is to uncover ways […]

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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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The Predictive Power of Customers' Words

Last month, I illustrated a new method of measuring customers' attitudes about a company's product or brand. This method is unique because it combines both a structured and unstructured measurement approach. Companies can use an open-ended survey question that asks customers to provide a single word that best describes the company/brand. From this one word, companies can apply […]

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Are Customers' Own Words Better than a Rating Scale?

I recently developed a methodology that combines both a structured and unstructured measurement approach.The methodology is based on a single open-ended survey question in which respondents are asked to provide one word that best describes the brand of interest. From this one word, you learn two things about your customers: their sentiment and the reasons […]

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