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Tag Archives | Customer Loyalty

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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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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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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Customer Loyalty Measurement Framework

Customer Loyalty is Alive and Well

I read an article last week on Forbes, Customer Loyalty Is Dead. Long Live Engagement, by Curtis Bingham. He argues that companies need to use customer engagement metrics instead of using customer loyalty metrics. He, however, confuses the meaning of customer loyalty with the measurement of customer loyalty. While he correctly claims that most companies measure customer […]

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Top 10 BOB Blog Posts of 2013: It's all About Loyalty and Analytics

I've rounded up my most popular (based on pageviews) blog posts from 2013. The top blog post was on the Customer Loyalty Measurement Framework which received three times as many views as the second most popular blog post. Many of the remaining top blog posts were on how companies can improve the value of their […]

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The Meaning of Scale Values for Likelihood to Recommend Ratings

Customer experience management professionals use self-reported "likelihood" questions to measure customer loyalty. In their basic form, customer loyalty questions ask customers to rate their likelihood of engaging in different types of loyalty behaviors toward the company, including behaviors around retention (likelihood to leave), advocacy (likelihood to recommend) and purchasing (likelihood to buy different products). These loyalty […]

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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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