The importance of data science and machine learning continues to grow in business and beyond. I did my part this year to spread interest in data science to more people. All of my top blog posts of 2018 (most reads) are all related to data science, with posts that address the practice of data science, […]
The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. By applying data science principles to understanding the research behind the NPS, however, we see that the NPS claims have three serious problems. First, the “research” behind the NPS claims is flawed. Second, […]
In the realm of customer experience management, businesses can employ different summary metrics of customer feedback ratings. That is, the same set of data can be summarized in different ways. Popular summary metrics include mean scores, net scores and customer segment percentages. Prior analysis of different likelihood to recommend metrics reveal, however, that they are highly […]
I am seeking help from customer experience management (CEM) professionals to complete a short survey (~5 minutes) for my research. In return for your contribution to science, I will give each survey respondent a copy of my new customer experience management book, TCE: Total Customer Experience (pdf version). Background to Research: Net Scores and Mean Scores I […]
I wrote about net scores last week and presented evidence that showed net scores are ambiguous and unnecessary. Net scores are created by taking the difference between the percent of “positive” scores and the percent of “negative” scores. Net scores were made popular by Fred Reichheld and Satmetrix in their work on customer loyalty measurement. Their […]
A successful customer experience management (CEM) program requires the collection, synthesis, analysis and dissemination of customer metrics. Customer metrics are numerical scores or indices that summarize customer feedback results for a given customer group or segment. Customer metrics are typically calculated using customer ratings of survey questions. I recently wrote about how you can evaluate the quality of your customer metrics and listed four questions […]
Those who cannot remember the past are condemned to repeat it. Those words are as true today as they were in 1905 when George Santayana coined that phrase. In 2003, the Net Promoter Score (NPS) was formally introduced by Fred Reichheld. His and his co-developer’s overstated claim that the NPS was the best predictor of business growth […]
Below is the next installment of the 20 Best Practices for Customer Feedback Programs. Today’s post covers best practices in Method and Reporting. Best Practices in Method and Reporting Customer requirements are those aspects of the customer experience that are important to the customers. Establishing a comprehensive list of these customer requirements is necessary in any […]
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.