I’m all for helping educate the world about the power of data and analytics. I believe that the power of data science can help businesses and citizens understand how the world works. Data science capabilities can help business leaders leverage their vast amounts of data to get insights to improve how they manage their business […]
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 […]
We live in a Big Data world, one in which everything is quantified. As a result, customer-centric professional (e.g., customer experience, customer success) are increasingly using the practice of data science to extract value from these data. As the field of data science evolves, more terms are being used to define the process by which […]
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 […]
I am preparing to launch a data science survey in the next couple of weeks. This study will be help verify the findings from a similar study I conducted two years ago (see Investigating Data Scientists, Their Skills and Team Makeup) as well as help me explore additional topics of interest (e.g., satisfaction with data […]
A while back, I wrote about the three skills needed to practice data science. Based on a factor analysis of many different skills, data science skills fall into three broad skill areas. These skill areas are: 1) subject matter expertise, 2) technology/programming and 3) statistics/math. Data science is essentially a way to extract insight from data using […]
Each year, I write a summary of my most popular blog posts. This year-end summary is a rather simple exercise. I count the pageviews of my blog posts and present the top 10 posts of the year. This year’s BOB blog count, however, only goes from January through June 2016. Since June, I have been writing primarily […]
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.