I continually look for ways to present data in ways that are both informational and visually interesting. My hope is that, if scientific rigor does not capture the readers’ attention, the way in which the data are presented will. Last month, I stumbled across the use of word clouds in survey research. Word clouds are used to […]
Below is the next installment of the 20 Best Practices for Customer Feedback Programs. Today’s post covers best practices in Strategy and Governance. Strategy/Governance Best Practices Strategy Strategy reflects the overarching, long-term plan of a company that is designed to help the company attain a specific goal. For customer-centric companies, the strategy is directed at […]
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.