I was invited to give a talk last week at a local incubator (Eastside Incubator) on how startups can incorporate customer experience management into their companies. Thanks to Phuoc Do from 1001 Mentorsfor the invitation. The slides to my talk are at the end of this post. The content of the post below should provide […]
I wrote a post last week that compared two ways to make decisions/predictions: 1) opinion-driven and 2) data-driven. I am a big believer of using data to help make decisions/predictions. Many pundits/analysts made predictions about who would win the US presidential elections. Now that the elections are over, we can compare the success rate for […]
![tumblr_mctue0vzIz1rzr7en[1]](https://businessoverbroadway.com/wp-content/uploads/2012/11/tumblr_mctue0vzIz1rzr7en1-100x100.jpg "The Value of Opinion versus Data in Customer Experience Management")
Senior executives make business decisions based on different types of information. They can use their gut feelings to guide their decisions, they can use data to inform their decisions or they can use both. Executives’ decisions can be guided by their prior experiences or an examination of a whole host of business data to help […]
Measuring customer loyalty, the degree to which customers engage in positive behaviors toward your company/brand, is essential for your customer experience management (CEM) program. We know that customer loyalty is key to driving business growth (e.g., increased revenue, market share). Customers can exhibit many different types of loyalty behaviors toward a company, from recommending your company […]
I saw the results of a recent opinion poll about the US presidential election that amazed me. While many recent polls of US voters reveal a virtual tie in presidential race between Barack Obama and Mitt Romney, a BBC poll surveying citizens from other countries about the US president found overwhelming support for Barack Obama over Mitt […]
Big Data is being touted as the next big thing for businesses. The benefits of Big Data are apparent in many areas, from search results and recommendation engines to customer experience management. By analyzing massive amounts of quickly expanding, diverse data, businesses are able to gain the insights they need to beat their competitors. A […]
I read an article last week in Scientific American that has implications about the field of customer experience management (CEM). The article, Diss Information: Is There a Way to Stop Popular Falsehoods from Morphing into “Facts”?, discusses the phenomenon of widely held beliefs that are not true. Think about President Barack Obama’s US citizenship status still […]
Download Free Report from TCELab: Improving the Patient Experience The Centers for Medicare & Medicaid Services (CMS) will be using patient feedback about their care as part of their reimbursement plan for acute care hospitals (see Hospital Value-Based Purchasing (VBP) program). The purpose of the VBP program is to promote better clinical outcomes for patients […]
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.