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Tag Archives | customer experience

Respondents Needed for a Study about the Use of Net Scores and Mean Scores in Customer Experience Management

I am seeking help from customer experience management (CEM) professionals to complete a short survey (~5 minutes) for my research.  In return for your contribution to science, I will give each survey respondent a copy of my new customer experience management book, TCE: Total Customer Experience (pdf version). Background to Research: Net Scores and Mean Scores I […]

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How to Become a Customer Experience Analytics Innovator

Companies continually look for ways to outperform their competitors. One way is to apply analytics to their treasure trove of data. Researchers, for example, have found that top-performing businesses were twice as likely to use analytics to guide future strategies and guide day-to-day operations compared to their low-performing counterparts. Earlier this year, MIT and SAS […]

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Webinar: Improving the Customer Experience Using Big Data, Customer-Centric Measurement and Analytics

I recently gave a talk on how to improve the customer experience using Big Data, customer-centric measurement and analytics. My talk was hosted by the good people at Pivotal (recently Cetas). You can view the webinar by registering here or you can view the slides below. In this webinar, Improving the Customer Experience Using Big Data, Customer-Centric […]

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Getting a 360° View of the Customer - Interview with Mark Myers of IBM

Businesses, to succeed, need to have a deep understanding of their customers. Businesses now have unprecedented access to a wide variety of different types of customer data from which to gain customer insights. The intelligent use (e.g., analysis, dissemination) of this data can help businesses deliver a better customer experience both at the group level […]

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Share a Joke for a Chance to Win the New Book, Total Customer Experience

My new book, TCE - Total Customer Experience: Building Business through Customer-Centric Measurement and Analytics, is now available on Amazon.com.  The book, available in both a Kindle edition and paperback, contains research-supported insights on the proper use of customer-centric measurement and analytics that will help businesses improve the customer experience and increase customer loyalty. I am offering a free pdf […]

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New Book, Total Customer Experience, Now Available on Amazon

My new book, TCE - Total Customer Experience: Building Business through Customer-Centric Measurement and Analytics, is now available on Amazon.com.  The book, available in both a Kindle edition and a paperback edition, contains research-supported insights on the proper use of customer-centric measurement and analytics that will help businesses improve the customer experience and increase customer loyalty. About […]

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Creating Loyal Customers for SaaS Companies [VIDEO]

Software as a Service (Saas) companies are particularly vulnerable to customer disloyalty. SaaS companies' success depends on satisfying their customers on a regular basis or risk the possibility of loosing customers and engendering bad will in the marketplace.  Consequently, customer experience management applies particularly well to Software as a Service companies due to the high-intensity […]

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