Ten Guidelines for Clean Customer Feedback Data
Customer experience management (CEM) programs involve the collection, analysis and dissemination of customer feedback. These customer feedback data are extremely valuable to businesses. Customer feedback data are used to help senior executives identify and improve key drivers of customer loyalty. They help call center staff immediately address specific customer issues. They help managers understand how […]
The Practice of Customer Experience Management: An Overview
Customer Experience Management (CEM) is the process of understanding and managing your customers’ interactions with and perceptions of your company or brand. The ultimate goal of CEM is to build valuable relationship with customers so they stay with you longer, advocate on your behalf and expand their relationship with you over time. A CEM program […]
The Practice of Customer Experience Management: Paper for a Tweet
I have been writing (books, articles, blog) on the topic of customer feedback and related fields (CRM, CEM, VOC) for many years and am accumulating a lot of content. In the process of organizing this content, I wrote a short paper about the practice of customer experience management (CEM) that provides a solid foundation for […]
Four Things You Need to Know about Your Customer Metrics
A successful customer experience management (CEM) program requires the collection, synthesis, analysis and dissemination of different types of business metrics, including operational, financial, constituency and customer metrics (see Figure 1). The quality of customer metrics necessarily impacts your understanding of how to best manage customer relationships to improve the customer experience, increase customer loyalty and grow your business. […]
Assessing the Validity of your Customer Experience Management Program
Companies with customer experience management (CEM) programs rely heavily on customer feedback in making business decisions, including, setting strategy, compensating employees, allocating company resources, changing business processes, benchmarking best practices and developing employee training programs just to name a few. The quality of the customer feedback directly impacts the quality of these business decisions. Poor […]
The Net Promoter Score: Let Us Not Forget The Past
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 […]
B.O.B.’s Top 10 Blog Posts of 2011
I hope you are all having a great holiday season with your loved ones. I would like to take this opportunity to look back on the previous 12 months and look ahead to the new year. Although I have been researching, writing and consulting in the customer feedback space for 20+ years, I only began regularly […]
How Reliable is your CEM Program?
Companies rely on different types of statistical analyses to extract information from their Customer experience management (CEM) data. For example, segmentation analysis (using analysis of variance) is used to understand differences across key customer groups. Driver analysis (using correlational analysis) is conducted to help identify the business areas responsible for customer dis/loyalty. These types of analyses are […]
Beyond the Ultimate Question
Measuring Customer Satisfaction and Loyalty (3rd Ed.)