Customer experience touch points are not created equal. Findings from a study of six B2B technology companies highlight the top customer experience touch points that drive different kinds of business growth. What helps businesses acquire new customers is not the same as what helps them keep customers or improve their share of wallet. Businesses are looking to the […]
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.