Data science methods and related tools (i.g., predictive analytics, machine learning) can help companies improve their customer success programs by answering 5 important questions about customer churn, including what is the current churn/retention rate (e.g., descriptive analytics), who is at risk for churning (predictive analytics), what actions can prevent churn (i.e., prescriptive analytics) and more. […]
Results from the Kaggle State of Data Science and Machine Learning survey of data professionals revealed that job satisfaction varies widely across job titles. Data professionals who reported the highest level of job satisfaction were: 1) Machine Learning Engineers, 2) Data Scientists and 3) Predictive Modeler. Data professionals who reported the lowest level of job […]
The practice of data science requires the use algorithms and data science methods to help data professionals extract insights and value from data. A recent survey by Kaggle revealed that data professionals used data visualization, logistic regression, cross-validation and decision trees more than other data science methods in 2017. Looking ahead to 2018, data professionals […]
Analysis of usage of 48 data science tools by over 10,000 data professionals showed that data science tools could be grouped into a smaller set (specifically, 14 tool groupings). That is, some data science tools tend to be used together apart from other data science tools. Implications for vendors and data professionals are discussed. Data […]
The practice of data science requires the use of analytics tools, technologies and languages to help data professionals extract insights and value from data. A recent survey by Kaggle revealed that data professionals relied on Python, R and SQL more than other tools in 2017. Looking ahead to 2018, the survey results showed that data […]
The importance of analytics continues to grow in business and beyond. I did my part this year to spread interest in analytics to more people. All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. Below are my top […]
The people of American Optdicks created a gag gift to raise money for prostate cancer research. Their product, eyeglass frames for male genitalia, while humorous, could theoretically improve heterosexual women’s ratings of male genitalia. This group of humanitarians reached out to me to employ the practice of data science to conduct a seminal study to […]
A new customer survey approach that requires only two open-ended questions provides customer insights that are comparable to a longer, more traditional customer survey. This post presents the new survey approach and outlines its benefits to your enterprise. Customer feedback plays a central role in customer-focused programs. Annual customer surveys are the most popular ways […]
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.