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Tag Archives | customer experience

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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The Strategic and Tactical Roles of Customer Surveys

Customer experience (CX) improvement efforts rely heavily on the use of customer feedback. While there are many different methods of collecting this feedback, customer surveys remain a popular choice among CX professionals. In this post, I will discuss how senior executives can use relationship and transactional surveys to get the information they need to make better […]

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Comparing Loyalty Leaders and Laggards Across All CEM Activities.

6 Customer Experience Practices of Loyalty Leaders

In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps identify best practices that companies can adopt in their CEM efforts to increase customer loyalty. Customer satisfaction is important for business success. Satisfied customers recommend your brand to their friends, stay with you longer […]

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Development of the Customer Sentiment Index: Reliability, Validity and Usefulness

This is Part 3 of a series on the Development of the Customer Sentiment Index (see introduction, Part 1 and Part 2). The CSI measures the degree to which customers hold positive/negative attitude about your company/brand. The CSI is based on a single survey question that asks customers to use the best word to describe the company/brand. This […]

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Word cloud of responses from customer survey using the question, "What one word best describes this company's products/services?

Development of the Customer Sentiment Index: Lexical Differences

This is Part 2 of a series on the Development of the Customer Sentiment Index (see introduction, and Part 1). The CSI assesses the extent to which customers describe your company/brand with words that reflect positive or negative sentiment. This post covers the development of a judgment-based sentiment lexicon and compares it to empirically-based sentiment lexicons. Last week, I created […]

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