Customer loyalty and customer lifetime value are two different, yet related, areas of study. The purpose of this discussion is to outline each area and highlight how knowledge in both areas is necessary to better understand how to grow a company. Companies are not static entities; they make business decisions in hopes to increase customer […]
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.