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 […]
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.