I recently watched an 8-minute TechCrunch interview of United States of America’s Chief Technology Officer, Todd Park, that got me really excited. It turns out that the Federal government has a lot of free data. In the interview, Mr. Park encourages developers and entrepreneurs to download these data for the purpose of building new products, services, and companies. Park emphasizes […]
Download the entire Big Data / CEM presentation here. I had the privilege of delivering a talk on the application of Big Data in Customer Experience Management. I delivered the talk at two conferences last week. The first talk was at VOCFusion in Las Vegas on May 15. The second talk was at the Score Conference in Boston on […]
Customer experience management (CEM) programs are no stranger to the use of data. CEM professionals use data to gain insight about their customers to help improve the customer experience and optimize customer loyalty. Not surprisingly, CEM programs typically rely on customer feedback as their main data source (e.g., social media, customer emails, tech support notes, […]
I have recently written on Big Data’s role in Customer Experience Management (CEM) and how companies can extract great insight from their business data when different types of business data are integrated with customer feedback data. I have been invited to share my thoughts on Big Data and Customer Experience Management at three upcoming conferences in […]
Unless you have been living under a rock, you know that Big Data is the latest buzz word in the world of business. The concept of Big Data is broad one and I consider it an amalgamation of different areas that help us try to get a handle on, insight from and use out of […]
I recently wrote about (and visually illustrated) the different types of customer loyalty in customer experience management programs. In that post, I showed how factor analysis can be used to help us understand the measurement and meaning of customer loyalty. In this week’s post, I use factor analysis to illustrate the measurement of two primary touch points about […]
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 […]
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.