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, […]
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 am happy to announce that I have joined Gleanster’s Thought Leader group as a contributing analyst. Gleanster is a market research and advisory services firm that benchmarks best practices in technology-enabled business initiatives, delivering actionable insights that allow companies to make smart business decisions and match their needs with vendor solutions. In my role at […]
Wade is a good friend and colleague. Even though he lives in San Diego and I live in Seattle, we talk regularly to consult each other on topics of interest to us. These topics range from the best pesto recipes to, yes, customer feedback programs. I visited Wade last week to help him celebrate his 50th […]
I recently wrote about the value of Enterprise Feedback Management vendors. EFM is the process of collecting, managing, analyzing and disseminating different sources (e.g., customers, employees, partners) of feedback. EFM vendors help companies facilitate their customer experience management (CEM) and voice of the customer (VoC) efforts, hoping to improve the customer experience and increase customer loyalty. […]
Customer feedback provides useful information about the health of the customer relationship. Relationship and transactional surveys, commonly used to capture customer feedback, are used to assess and improve that health. While customer feedback metrics provide great value in and of themselves, when used with other types of business data, they can address meaningful business questions: […]
I continually look for ways to present data in ways that are both informational and visually interesting. My hope is that, if scientific rigor does not capture the readers’ attention, the way in which the data are presented will. Last month, I stumbled across the use of word clouds in survey research. Word clouds are used to […]
Customer feedback professionals are asked to demonstrate the value of their customer feedback programs. They are asked: Does the customer feedback program measure attitudes that are related to real customer behavior? How do we set operational goals to ensure we maximize customer satisfaction? Are the customer feedback metrics predictive of our future financial performance and […]
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.