Customer experience touch points are not created equal. Findings from a study of six B2B technology companies highlight the top customer experience touch points that drive different kinds of business growth. What helps businesses acquire new customers is not the same as what helps them keep customers or improve their share of wallet. Businesses are looking to the […]
My best friend went on a family vacation and, upon his return home, retold his vacation horror story to me. He was so upset about his treatment by a major airline that he wrote a 4-page letter to them, detailing his displeasure about his experience. The bottom line is that he missed a connecting flight […]
I read an article last week on Forbes, Customer Loyalty Is Dead. Long Live Engagement, by Curtis Bingham. He argues that companies need to use customer engagement metrics instead of using customer loyalty metrics. He, however, confuses the meaning of customer loyalty with the measurement of customer loyalty. While he correctly claims that most companies measure customer […]
I had the privilege of delivering a talk on the topic of Big Data and Customer Experience as part of the Customer Experience Professional Association (CXPA) Bay Area Local Networking Event in San Mateo, CA on February 26, 2014. I would like to thank the CXPA for hosting and organizing this event. Below are the slides […]
An examination of data scientist skills reveals an often overlooked skill necessary to uncover insights from data: The Scientific Method Data scientists are a hot commodity in today’s data-abundant world. Business leaders are relying on data scientists to improve how they acquire data, determine its value, analyze it and build algorithms for the ultimate purpose of […]
In the realm of customer experience management, businesses can employ different summary metrics of customer feedback ratings. That is, the same set of data can be summarized in different ways. Popular summary metrics include mean scores, net scores and customer segment percentages. Prior analysis of different likelihood to recommend metrics reveal, however, that they are highly […]
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 […]
Customer experience management professionals use self-reported “likelihood” questions to measure customer loyalty. In their basic form, customer loyalty questions ask customers to rate their likelihood of engaging in different types of loyalty behaviors toward the company, including behaviors around retention (likelihood to leave), advocacy (likelihood to recommend) and purchasing (likelihood to buy different products). These loyalty […]
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.