A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. Analytical Leaders focus their analytics to improve customer loyalty while Analytical Laggards focus their efforts primarily to reduce enterprise costs. Additionally, Analytical Leaders, compared to Analytical […]
We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g., customer experience, customer success) to determine the state of analytics in customer programs as well as identify what analytical leading companies (companies who use analytics to gain a competitive advantage) do differently in their customer programs compared to their analytical lagging counterparts. We […]
A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. Only 32% of respondents are satisfied with their company’s use of analytics to create a competitive advantage. The use of multiple survey methods is the most common practice across companies (80% of companies). The use of […]
![Measure-Customer-Feedback-Chart-2[1]](https://businessoverbroadway.com/wp-content/uploads/2016/05/Measure-Customer-Feedback-Chart-21-100x100.png "Three Problems with Customer Surveys and How to Fix Them")
Customer surveys are the foundation of many CX programs. Improvements in the content of these surveys, however, have not changed for decades. Businesses now have a plethora of data sources to help them understand their customers. The use of these Big Data sources will necessarily impact the type of questions you need to ask in […]
Customer Experience Management (CXM) is the process of understanding and managing customers’ interactions with and perceptions about the company/brand. In our Big Data world, improving the customer experience is increasingly becoming data-intensive endeavor. Consider CRM systems, surveys, social media sources, telemetry systems, and publicly available data sources; using the combined power of statistics and today’s […]
Adoption of customer experience (CX) best practices plays a significant role in the success of any company. In this post, I present specific customer experience management (CEM) business practices that are linked to high customer loyalty. By adopting these activities into your CEM program, you improve the probability of your success. Researchers found that companies that have customers […]
Executives use customer surveys to help them improve the customer experience. In this post, I will describe two types of customer surveys, each providing insight to help executives make better, customer-centric decisions. These surveys are relationship surveys and transactional surveys. Relationship Surveys Relationship surveys give executives the 30,000 ft view of the customer relationship landscape. Relationship […]
Customer loyalty plays a key role in any customer experience management program. Customer loyalty reflects the degree to which customers engage in positive behaviors toward and experience positive feelings about a company or brand. Your customer loyalty metrics plays large part in your customer experience analytics efforts; the goal of analytics is to uncover ways […]
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.