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 […]
I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. The topic of empathy topped the list of posts this year. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. Other top posts reflected Big Data […]
I generally like precision, and I strive for it in my writing and thinking. It certainly helps in communicating ideas., However, I have been pretty relaxed in how I use the term, Big Data. I’ve used the term to refer to the size of the data set (e.g., “We have Big Data.”). I have even used it to […]
This is Part 1 of a series on the Development of the Customer Sentiment Index (see introduction here). The CSI assesses the degree to which customers possess a positive or negative attitude about you. This post covers the measurement of customers’ attitudes and the development of empirically-derived sentiment lexicons. I was invited to give a talk at the Sentiment […]
In the next few blog posts, I will introduce a new metric, the Customer Sentiment Index (CSI). Integrated into your customer relationship survey, the CSI assesses the degree to which customers possess a positive or negative attitude about you. The development of the CSI involved the application of different disciplines including psychometrics, sentiment analysis and predictive analytics. Each weekly […]
The Centers for Medicare & Medicaid Services (CMS) use patient feedback about their care as part of their reimbursement plan for acute care hospitals. Under the Hospital Value-Based Purchasing Program, CMS makes value-based incentive payments to acute care hospitals, based either on how well the hospitals perform on certain quality measures or how much the hospitals’ performance improves on […]
Big Data is about solving problems by bringing technology, data and people together. Sure, we can identify ways to get customers to buy more stuff or click on more ads, but the ultimate value of Big Data is in its ability to make this world a better place for all. IBM and Hadoop recently launched the Big Data for […]
I read an article today on the topic of Big Data. In the article, the author claims that the term Big Data is the most hyped technology ever, even compared to such things as cloud computing and Y2K. I thought this was a bold claim and one that is testable. Using Google Trends, I looked […]
Learn how to build your business around the customer using customer-centric measurement and analytics. Available in Kindle and paperback. Learn more about TCE: Total Customer Experience.
Beyond the Ultimate Question: Book includes comprehensive review of Net Promoter® Score (NPS) and presents better measures of customer loyalty and best practices of customer feedback programs.
Measuring Customer Satisfaction and Loyalty (3rd Ed.): Book includes discussion of how to measure the customer experience, including customer satisfaction and customer loyalty.