Getting a 360° View of the Customer – Interview with Mark Myers of IBM
Businesses, to succeed, need to have a deep understanding of their customers. Businesses now have unprecedented access to a wide variety of different types of customer data from which to gain customer insights. The intelligent use (e.g., analysis, dissemination) of this data can help businesses deliver a better customer experience both at the group level […]
Customer Loyalty Feedback Meets Customer Relationship Management
In my new book, Total Customer Experience, I illustrate why three types of customer loyalty are needed to understand the different ways your customers can show their loyalty towards your company or brand. The three types of loyalty are: Retention Loyalty: likelihood of customers to stay with a company Advocacy Loyalty: likelihood of customers to […]
Share a Joke for a Chance to Win the New Book, Total Customer Experience
My new book, TCE – Total Customer Experience: Building Business through Customer-Centric Measurement and Analytics, is now available on Amazon.com. The book, available in both a Kindle edition and paperback, contains research-supported insights on the proper use of customer-centric measurement and analytics that will help businesses improve the customer experience and increase customer loyalty. I am offering a free pdf […]
New Book, Total Customer Experience, Now Available on Amazon
My new book, TCE – Total Customer Experience: Building Business through Customer-Centric Measurement and Analytics, is now available on Amazon.com. The book, available in both a Kindle edition and a paperback edition, contains research-supported insights on the proper use of customer-centric measurement and analytics that will help businesses improve the customer experience and increase customer loyalty. About […]
The Final Four of the IBM Smart Sixteen Big Data Challenge
IBM recently set up a March Madness bracket for a field of 16 Big Data teams. Last week, Natasha Gabriel listed the elite eight who made it past the first stage. Well, after another grueling week of competition, the stage has been set for the Final Four. Here is how the bracket is stacking up. Predict […]
How the Right Loyalty and Operational Metrics Drive Service Excellence – Webinar
Last week, I spoke at the CustomerThink Customer Experience Thought Leader Forum, which includes customer experience researchers and practitioners sharing leading-edge practices. Bob Thompson, founder of CustomerThink, organized several sessions focusing on specific CX issues facing business today. In our session, titled Customer Service Excellence: How to Optimize Channel and Metrics to Drive Ominchannel Excellence, Stephen Fioretti, […]
March Madness for Big Data Enthusiasts: The Smart Sixteen Big Data Challenge
I have never participated in a March Madness bracket until now. IBM set up a March Madness bracket for a field of 16 Big Data teams. These 16 Big Data teams are from four areas: Marketing, Finance, IT and Operations. IBM is seeking your input on where you think businesses will get the most value […]
Adoption of Analytics in Business Increasing but ROI Remains Elusive [INFOGRAPHIC]
Accenture recently released a report about the use of analytics in business. In the summer of 2012, they surveyed 600 executives from the US and UK about their use of analytics. Accenture found that adoption of analytics is up and interest continues to grow. Predictive analytics is up threefold (33% in 2012) since 2009. 68% […]
Beyond the Ultimate Question
Measuring Customer Satisfaction and Loyalty (3rd Ed.)