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

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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 business data through analytics. The top 10 B.O.B. blog posts for 2013 were:

1. Customer Loyalty Measurement Framework: I present a model that incorporates three types of customer loyalty and two ways to measure them.
2. What is Customer Loyalty?: I review several definitions of customer loyalty and present a unified definition of customer loyalty that include attitudes and behaviors.
3. The Total Customer Experience: How Oracle Builds their Business around the Customer: I illustrate how Oracle adopts customer experience management best practices.
4. Improving the Value of Customer Experience Analytics: I review research by MIT Sloan Management Review, IBM and Accenture to provide three things businesses need to do to improve ROI of customer experience analytics: 1) measure the right customer metrics, 2) focus on strategic decisions and 3) integrate your data.
5. How to Become a Customer Experience Analytics Innovator: MIT and SAS released some interesting research on analytic innovators. Based on their findings, I offer three ways to improve ROI of customer experience analytics: 1) focus on customer-centric problems rather than company-centric problems, 2) aggregate/integrate your business data and 3) support the sharing of best practices and insights throughout the company.
6. Which  Customer Loyalty Metric is the Best? My Interview with Jeff Olsen of Allegiance Radio: I answer a few questions about the best customer loyalty metrics, the need for understanding sampling error and how social media can be used in business.
7. Two More Customer Experience Facts and Suggestions you Can’t Ignore [INFOGRAPHIC]: I present Keepify’s infographic on customer experience facts that show how businesses need to measure three different types of customer loyalty and integrate customer experience data with other business data.
8. The Hazards of Bad Data in Customer Experience Management [INFOGRAPHIC]: This infographic takes a journey through 3 major customer touch points to demonstrate the fundamental link between good data and the ability to deliver great customer experience.
9.  Nate Silvering Small Data Leads to Internet Service Provider (ISP) Industry Insights: I aggregate findings across several research vendors to draw more reliable conclusions about the quality of different Internet Service Providers.
10. Creating Value from Analytics: The Nine Levers of Business Success: IBM released the results of a global study on how businesses can get the most value from Big Data and analytics. They found nine areas that are critical to creating value from analytics.

I will research and write more on the topic of customer loyalty, analytics and more in the upcoming year.

Thanks for reading.