Everybody has an opinion about Steve Jobs. Please tell me how he has impacted your life in this brief survey. I have read more about Steve Jobs after his passing than before. The outpouring of emotion and words of remembrance for him on the Web reflects the impact that he had on people who knew him and […]
In an excellent post, Bob Thompson reviews the VoC space in his blog on Voice of the Customer (Voc) Command Centers, including a discussion of 1) the six feedback dimensions, 2) how the VoC command center needs to include technology to a) capture feedback, b) analyze feedback and c) manage top priorities to resolution, and 3) […]
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 […]
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.