I’ve rounded up my most popular (based on pageviews) blog posts from 2013. The top blog post was on the Customer Loyalty Measurement Framework which received three times as many views as the second most popular blog post. Many of the remaining top blog posts were on how companies can improve the value of their […]
The use of data in driving business decisions is a competitive imperative in today’s business world, improving how companies market to, sell to, and service their customers. Yet IBM found that 1 in 3 business leaders do not trust the information they use to make decisions. When business leaders don’t believe their data, they likely are not going to […]
IBM just released the results of a global study on how businesses can get the most value from Big Data and analytics. They found nine areas that are critical to creating value from analytics. You can download the entire study here. IBM Institute for Business Value surveyed 900 IT and business executives from 70 countries […]
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 […]
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 […]
I had the privilege of delivering a talk on the topic of Big Data on May 15, 2013 in Las Vegas as part of VOCFusion, the world’s largest voice of the customer event. I would like to thank Allegiance for hosting and organizing this excellent educational event for our industry peers. I highly recommend this multi-day event for VoC and […]
I recently gave a talk on how to improve the customer experience using Big Data, customer-centric measurement and analytics. My talk was hosted by the good people at Pivotal (recently Cetas). You can view the webinar by registering here or you can view the slides below. In this webinar, Improving the Customer Experience Using Big Data, Customer-Centric […]
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.