I have written on the topic of customer loyalty and related matters for many years. I organized many of these writings on customer loyalty and metrics below as a quick resource for people looking to learn about the concept of customer loyalty and its value to business. Be sure to bookmark this page as I […]
Keepify rounded up some facts about the customer experience (CX) and presented them in an infographic titled “14 Customer Experience Facts Marketers Can’t Ignore.” These facts illustrate how companies are getting value from their CX data. I took away two things from these 14 facts: two more facts. For me, these two new facts help […]
The use of data in driving business decisions is a competitive imperative in today’s business world, improving how companies market to, sell to, and service their customers. Yet IBM found that 1 in 3 business leaders do not trust the information they use to make decisions. When business leaders don’t believe their data, they likely are not going to […]
IBM Institute for Business Value surveyed 900 IT and business executives from 70 countries from June through August 2013. The 50+ survey questions were designed to help translate concepts relating to generating value from analytics into actions. They found that business leaders adopt specific strategies to create value from data and analytics. Leaders: are 166% more likely […]
IBM just released the results of a global study on how businesses can get the most value from Big Data and analytics. They found nine areas that are critical to creating value from analytics. You can download the entire study here. IBM Institute for Business Value surveyed 900 IT and business executives from 70 countries […]
Take the Customer Feedback Best Practices Survey now and receive free executive summary of results Collecting, centralizing and acting on customer feedback is an important foundation for building a winning customer experience management (CEM) program. Past research shows that adoption of specific business practices improves the effectiveness of CEM programs (see results of this prior research here). Clicktools, […]
The recreational marijuana industry is about to open for business. What can this emerging industry learn from the field of customer experience management? Service is still important. Washington and Colorado became the first states to legalize marijuana for recreational use. Washington state recently adopted rules to help govern this new recreational marijuana system, including rules […]
Business leaders are looking to the field of customer experience management (CEM/CXM) to help them better understand how to increase customer loyalty. CXM is about managing your customers’ interactions with and perceptions about your company or brand. Improve the customer experience and increases in customer loyalty will follow. The question becomes: Of the different CX touch points, which […]
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.