I joined my friend’s fantasy football league this past season. I was skeptical to join at first. My friend’s league had been together for 7 years, each participant with deep knowledge about nearly all the NFL players and the game. I, on the other hand, have not followed NFL football for nearly 20 years and […]
The concept of employee engagement is a popular one. I have seen many claims that companies with higher employee engagement have better outcomes (e.g., higher customer loyalty, increased employee performance, business growth) than companies who do not. Consultants even tout their own measure of employee engagement and present research to show its effectiveness. From the […]
I use factor analysis (more on that below) often in my customer experience management research. Specifically, I use it to help understand how to best measure customer loyalty. The value of factor analysis, however, is sometimes lost in the details. In this post, I adopt a visual approach in presenting factor-analytic results of some prior […]
The latest buzz word in business is Big Data. According to Pat Gelsinger, President and COO of EMC, in an article by the The Wall Street Journal, Big Data refers to the idea that companies can extract value from collecting, processing and analyzing vast quantities of data. Businesses who can get a better handle on these […]
Customer experience management (CEM) programs involve the collection, analysis and dissemination of customer feedback. These customer feedback data are extremely valuable to businesses. Customer feedback data are used to help senior executives identify and improve key drivers of customer loyalty. They help call center staff immediately address specific customer issues. They help managers understand how […]
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 […]
I have been writing (books, articles, blog) on the topic of customer feedback and related fields (CRM, CEM, VOC) for many years and am accumulating a lot of content. In the process of organizing this content, I wrote a short paper about the practice of customer experience management (CEM) that provides a solid foundation for […]
A successful customer experience management (CEM) program requires the collection, synthesis, analysis and dissemination of different types of business metrics, including operational, financial, constituency and customer metrics (see Figure 1). The quality of customer metrics necessarily impacts your understanding of how to best manage customer relationships to improve the customer experience, increase customer loyalty and grow your business. […]
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.