In my new book, Total Customer Experience, I illustrate why three types of customer loyalty are needed to understand the different ways your customers can show their loyalty towards your company or brand. The three types of loyalty are: Retention Loyalty: likelihood of customers to stay with a company Advocacy Loyalty: likelihood of customers to […]
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: […]
Business linkage analysis is the process of linking disparate business data sources together for the purposes of understanding the relationships between them (See Figure 1). Constituency linkage analysis allows us to better understand how employees and partner relationships impact the health of the customer relationships. The service profit chain depicted in Figure 2 (I added […]
Business linkage analysis is the process of linking disparate business data sources together for the purposes of understanding the relationships between them (See Figure 1). For operational linkage analysis, we are interested in understanding the relationship between customer feedback metrics and operational metrics. Demonstrating the statistical relationship between customer feedback metrics and operational metrics is […]
Business linkage analysis is the process of linking disparate business data sources together for the purposes of understanding the relationships between them (See Figure 1). For financial linkage analysis, we are interested in understanding the relationship between customer feedback metrics and financial business outcomes. Demonstrating the statistical relationship between customer feedback metrics and financial business […]
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.