I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. The topic of empathy topped the list of posts this year. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. Other top posts reflected Big Data […]
I generally like precision, and I strive for it in my writing and thinking. It certainly helps in communicating ideas., However, I have been pretty relaxed in how I use the term, Big Data. I’ve used the term to refer to the size of the data set (e.g., “We have Big Data.”). I have even used it to […]
Berkeley School of Information (datascience@berkeley) recently asked experts in a variety of industries to provide their definition of “Big Data”. They received over 40 definitions that ranged from the traditional 3 Vs (i.e., Volume, Velocity and Variety) to anything related to analytics or visualization. Some of these definitions were fairly narrow and focused only a single concept (e.g., […]
![target[1]](https://businessoverbroadway.com/wp-content/uploads/2014/07/target1-100x100.jpg "The Hidden Bias in Customer Metrics")
Business leaders understand how their business is performing by monitoring different metrics. Metrics are essentially a summary all the data (yes, even Big Data) into a score. Metrics include new customer growth rate, number of sales and employee satisfaction, to name a few. Your hope is that these scores tell you something useful. There are a few ways to […]
I recently read a good article on the difference between structured and unstructured data. The author defines structured data as data that can be easily organized. As a result these type of data are easily analyzable. Unstructured data refers to information that either does not have a pre-defined data model and/or is not organized in a […]
I’ve rounded up my most popular (based on pageviews) blog posts from 2013. The top blog post was on the Customer Loyalty Measurement Framework which received three times as many views as the second most popular blog post. Many of the remaining top blog posts were on how companies can improve the value of their […]
The use of data in driving business decisions is a competitive imperative in today’s business world, improving how companies market to, sell to, and service their customers. Yet IBM found that 1 in 3 business leaders do not trust the information they use to make decisions. When business leaders don’t believe their data, they likely are not going to […]
IBM Institute for Business Value surveyed 900 IT and business executives from 70 countries from June through August 2013. The 50+ survey questions were designed to help translate concepts relating to generating value from analytics into actions. They found that business leaders adopt specific strategies to create value from data and analytics. Leaders: are 166% more likely […]
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.