Hospitals are focusing on improving the patient experience as well as clinical outcomes measures. The Centers for Medicare & Medicaid Services (CMS) will be using patient feedback about their care as part of their reimbursement plan for Acute Care Hospitals. Under the Hospital Value-Based Purchasing Program (beginning in FY 2013 for discharges occuring on or after October […]
When soliciting feedback from customers through formal surveys, we only receive a percentage of completed or returned surveys. This percentage (number of people who answered the survey divided by the number of people in the sample) is referred to as the response or completion rate. In practice, I have seen response rates as low as […]
Last week, I wrote about the data that the Federal government is giving away for free. Their intent is to encourage entrepreneurs and developers to build new and innovative products and services. I highly recommend you check out the data.gov site for data in such areas as energy and education and safety. After doing several searches on the data.gov site, I […]
I recently watched an 8-minute TechCrunch interview of United States of America’s Chief Technology Officer, Todd Park, that got me really excited. It turns out that the Federal government has a lot of free data. In the interview, Mr. Park encourages developers and entrepreneurs to download these data for the purpose of building new products, services, and companies. Park emphasizes […]
We have much evidence that effective customer experience management (CEM) needs to include an understanding of your employees’ experience as well as your business partners’ experience with your company. These constituencies are your face to the customers and have an impact on how the customer perceives you. For example, I found evidence that employee metrics, including job satisfaction […]
Download the entire Big Data / CEM presentation here. I had the privilege of delivering a talk on the application of Big Data in Customer Experience Management. I delivered the talk at two conferences last week. The first talk was at VOCFusion in Las Vegas on May 15. The second talk was at the Score Conference in Boston on […]
I wrote about net scores last week and presented evidence that showed net scores are ambiguous and unnecessary. Net scores are created by taking the difference between the percent of “positive” scores and the percent of “negative” scores. Net scores were made popular by Fred Reichheld and Satmetrix in their work on customer loyalty measurement. Their […]
A successful customer experience management (CEM) program requires the collection, synthesis, analysis and dissemination of customer metrics. Customer metrics are numerical scores or indices that summarize customer feedback results for a given customer group or segment. Customer metrics are typically calculated using customer ratings of survey questions. I recently wrote about how you can evaluate the quality of your customer metrics and listed four questions […]
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.