Top of Page

Tag Archives | voice of the customer

Which Customer Loyalty Metric is the Best? My Interview with Jeff Olsen of Allegiance Radio

I gave a talk at VoCFusion last month on the value of Big Data in customer experience management (CEM). After the talk, I was interviewed by the multi-talented Jeff Olsen of Allegiance (the conference organizer). Listen to the interview >> Jeff's questions and my abridged answers (along with some links to supporting content) appear below.  We cover […]

Continue Reading

The Big Data Problem in Customer Experience Management: Understanding Sampling Error

Big Data is being touted as the next big thing for businesses. The benefits of Big Data are apparent in many areas, from search results and recommendation engines to customer experience management. By analyzing massive amounts of quickly expanding, diverse data, businesses are able to gain the insights they need to beat their competitors. A […]

Continue Reading

The Practice of Customer Experience Management: An Overview

Customer Experience Management (CEM) is the process of understanding and managing your customers’ interactions with and perceptions of your company or brand. The ultimate goal of CEM is to build valuable relationship with customers so they stay with you longer, advocate on your behalf and expand their relationship with you over time. A CEM program […]

Continue Reading

Two Things Everyone Needs to Know About Your CEM Program

Customer Experience Management (CEM) programs are complex, data intensive programs. To be successful, you need to effectively communicate information about that program to important stakeholders, including employees, partners, and customers. We know that loyalty leading companies communicate customer initiatives throughout the company, from top executives to front-line employees.  For example, in a best practices study on […]

Continue Reading

bob@businessoverbroadway.com | 206.372.5990

UA-23043697-1