![tumblr_mctue0vzIz1rzr7en[1]](https://businessoverbroadway.com/wp-content/uploads/2012/11/tumblr_mctue0vzIz1rzr7en1-100x100.jpg "The Value of Opinion versus Data in Customer Experience Management")
Senior executives make business decisions based on different types of information. They can use their gut feelings to guide their decisions, they can use data to inform their decisions or they can use both. Â Executives’ decisions can be guided by their prior experiences or an examination of a whole host of business data to help […]
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.