I’m excited to announce the first look of the results of a “Global Wireless Satisfaction Survey.” Conducted in collaboration with Mob4Hire and myself in Feb 2010, the unprecedented 111-country survey analyzes the impact of mobile apps on operator’s churn (# of new customers acquired minus # of existing customers lost), as well as many dimensions […]
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.