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Tag Archives | customer experience

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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