One of business’ Big Data challenges is the integration of different data silos. The integration of these disparate customer data helps your analytics team to identify the interrelationships among the different pieces of customer information, including their values, interests, attitudes about your brand, interactions with your brand and more. Integrating information/facts about your customers allows you to gain an […]
Reducing employee turnover is an important way to improve how a company performs. It is estimated that employee turnover costs companies 16% of the annual salary (< $35K) of lower paying jobs and up to 75% of annual salary (> $75K) of higher paying jobs. These costs comes in many different forms, including the cost due to […]
![target[1]](https://businessoverbroadway.com/wp-content/uploads/2014/07/target1-100x100.jpg "The Hidden Bias in Customer Metrics")
Business leaders understand how their business is performing by monitoring different metrics. Metrics are essentially a summary all the data (yes, even Big Data) into a score. Metrics include new customer growth rate, number of sales and employee satisfaction, to name a few. Your hope is that these scores tell you something useful. There are a few ways to […]
I recently read a good article on the difference between structured and unstructured data. The author defines structured data as data that can be easily organized. As a result these type of data are easily analyzable. Unstructured data refers to information that either does not have a pre-defined data model and/or is not organized in a […]
I had the privilege of delivering a talk on the topic of Big Data and Customer Experience as part of the Customer Experience Professional Association (CXPA) Bay Area Local Networking Event in San Mateo, CA on February 26, 2014. I would like to thank the CXPA for hosting and organizing this event. Below are the slides […]
An examination of data scientist skills reveals an often overlooked skill necessary to uncover insights from data: The Scientific Method Data scientists are a hot commodity in today’s data-abundant world. Business leaders are relying on data scientists to improve how they acquire data, determine its value, analyze it and build algorithms for the ultimate purpose of […]
Last week, I consolidated several Big Data vendors’ predictions about what to expect in the Big Data world in 2014. This week, we will take a look at what Big Data customers think. IDG Enterprise conducted a study to gain a better understanding of organizations’ big data initiatives, investments and strategies. In their 2014 IDG Enterprise Big […]
Several Big Data vendors have provided their predictions about what we might expect from the field of Big Data in 2014. These predictions come from articles from the following vendors (links provide each vendor’s predictions): IBM, SGI, Think Big Analytics, Xplenty, Pentaho, Alpine Data Labs, MapR Technologies, DataDirect Networks and Concurrent. For each article, I used […]
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.