My new book, TCE – Total Customer Experience: Building Business through Customer-Centric Measurement and Analytics, is now available on Amazon.com. The book, available in both a Kindle edition and paperback, contains research-supported insights on the proper use of customer-centric measurement and analytics that will help businesses improve the customer experience and increase customer loyalty. I am offering a free pdf […]
Last week, I spoke at the CustomerThink Customer Experience Thought Leader Forum, which includes customer experience researchers and practitioners sharing leading-edge practices. Bob Thompson, founder of CustomerThink, organized several sessions focusing on specific CX issues facing business today. In our session, titled Customer Service Excellence: How to Optimize Channel and Metrics to Drive Ominchannel Excellence, Stephen Fioretti, […]
I have never participated in a March Madness bracket until now. IBM set up a March Madness bracket for a field of 16 Big Data teams. These 16 Big Data teams are from four areas: Marketing, Finance, IT and Operations. IBM is seeking your input on where you think businesses will get the most value […]
Accenture recently released a report about the use of analytics in business. In the summer of 2012, they surveyed 600 executives from the US and UK about their use of analytics. Accenture found that adoption of analytics is up and interest continues to grow. Predictive analytics is up threefold (33% in 2012) since 2009. 68% […]
It is no surprise that many businesses are taking advantage of the power of analytics. In 2010, researchers from MIT Sloan Management Review and IBM found that organizations that used business information and analytics outperformed organizations that did not. Top-performing businesses were twice as likely to use analytics to guide future strategies and guide day-to-day operations compared […]
I was invited by David Pittman of IBM Big Data to participate in a Google Hangout about Big Data and customer experience management (CEM). Stacy Leidwinger, Sr. Dir. of Product Management at IBM Vivisimo, and I talked about how businesses can improve the customer experience using Big Data principles. Also, you can read more about CEM and Big Data in my […]
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.