Top of Page

Tag Archives | Customer Loyalty

Check out Business Over Broadway

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 […]

Continue Reading

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 […]

Continue Reading

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  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 […]

Continue Reading | 206.372.5990