Relative Performance Assessment: Improving your Competitive Advantage
Companies continually look for ways to increase customer loyalty (e.g., recommendations, retention, continue buying, purchase different/additional offerings). A popular loyalty improvement approach is customer experience management (CEM). CEM is the process of understanding and managing customers’ interactions with and perceptions about the company/brand. The idea behind this approach is that, if you can increase the satisfaction with the […]
Understanding the Mobile User Experience Will Help you Build a Better App
I have had the opportunity to apply my knowledge about customer loyalty/experience measurement in the area of mobile application development/testing. Today’s post is about what makes a 5-star mobile app. A 5-Star Rating is the Goal The 5-star rating scale has become the default mobile app criterion in mobile app stores. In a global survey of […]
What does the 5-point/star mobile app rating tell us about user loyalty?
I have had the opportunity to apply my knowledge about customer loyalty/experience measurement in the area of mobile application development/testing. Today’s post is about the measurement of user loyalty toward mobile applications. Does the 5-Point/Star Rating Measure User Loyalty? The 5-point/star rating scale has become the default mobile app loyalty metric in mobile app stores. […]
Please share your thoughts about Steve Jobs
Everybody has an opinion about Steve Jobs. Please tell me what you think of him and how he has impacted your life in this brief survey. Steve Jobs, co-founder of Apple, passed away earlier this week at the age of 56. In the process of writing about how he impacted my life in my blog, I created an […]
Remembering Steve Jobs
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 […]
Measuring Customer Loyalty is Essential for a Successful CEM Program
Customers can exhibit many different types of loyalty behaviors toward a company (e.g., recommend, purchase same, purchase different products, stay/leave), each responsible for different types of business growth. Furthermore, when asked about their loyalty behaviors via relationship surveys, customers’ ratings of loyalty questions show that customer loyalty essentially boils down to three different types of customer […]
Customer Experience Management Defined
I would like to provide my definition of customer experience management. Before I do, I would like to talk about my understanding of the field as I see it. Customer Loyalty is our Ultimate Criterion I think that it is safe to state as a matter of fact that customer loyalty is key to business […]
Gleanster – Actionable Insights at a Glance
I am happy to announce that I have joined Gleanster’s Thought Leader group as a contributing analyst. Gleanster is a market research and advisory services firm that benchmarks best practices in technology-enabled business initiatives, delivering actionable insights that allow companies to make smart business decisions and match their needs with vendor solutions. In my role at […]
Beyond the Ultimate Question
Measuring Customer Satisfaction and Loyalty (3rd Ed.)