Take the Customer Feedback Best Practices Survey now and receive free executive summary of results Collecting, centralizing and acting on customer feedback is an important foundation for building a winning customer experience management (CEM) program. Past research shows that adoption of specific business practices improves the effectiveness of CEM programs (see results of this prior research here). Clicktools, […]
The recreational marijuana industry is about to open for business. What can this emerging industry learn from the field of customer experience management? Service is still important. Washington and Colorado became the first states to legalize marijuana for recreational use. Washington state recently adopted rules to help govern this new recreational marijuana system, including rules […]
Business leaders are looking to the field of customer experience management (CEM/CXM) to help them better understand how to increase customer loyalty. CXM is about managing your customers’ interactions with and perceptions about your company or brand. Improve the customer experience and increases in customer loyalty will follow. The question becomes: Of the different CX touch points, which […]
Inside CXM, a new online global thought leadership hub for customer experience management (CXM/CEM) professionals, officially launched yesterday. Inside CXM is focused on bringing you the latest insights from the field of customer experience management. According to Inside CXM, their goal with this program is to provide valuable content via experts who have their finger on the […]
There is much talk of Big Data and how it is changing/impacting how businesses improve the customer experience. In this week’s post, I want to illustrate the value of Small Data. Internet Service Providers (ISPs) receive the lowest customer satisfaction ratings among the industry sectors measured by the American Customer Satisfaction Index (ACSI). As an […]
I am seeking help from customer experience management (CEM) professionals to complete a short survey (~5 minutes) for my research. In return for your contribution to science, I will give each survey respondent a copy of my new customer experience management book, TCE: Total Customer Experience (pdf version). Background to Research: Net Scores and Mean Scores I […]
I recently talked to John Foley (Director, strategic communications) of Oracle Corp. about the field of customer experience management (CEM). In our conversation, we touched on a few topics that I cover in more detail in my new book, TCE: Total Customer Experience: 1) the difference/similarities between CEM and CRM, 2) the marriage of Big Data and CEM […]
Companies continually look for ways to outperform their competitors. One way is to apply analytics to their treasure trove of data. Researchers, for example, have found that top-performing businesses were twice as likely to use analytics to guide future strategies and guide day-to-day operations compared to their low-performing counterparts. Earlier this year, MIT and SAS […]
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.