Customer Experience Management (CEM) programs use customer feedback data to help understand and improve the quality of the customer relationship. In their attempts to improve systemic problems, companies use these data to identify where customer experience improvement efforts will have the greatest return on investment (ROI). Facing a tidal wave of customer feedback data, how do […]
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.