As part of my series on Making Sense of Our Big Data World, today’s post is on measurement scales. See the overview, Making Sense of Our Big Data World: Statistics for the 99%, to understand the importance and value of understanding statistics and statistical thinking. We live in a world in which we are quantifying […]
Our world of Big Data is defined by the quantification of everything. In order to make sense of all the data around us, we need to understand statistics and statistical thinking. Statistics, after all, is the language of data. As I’ve discussed before, knowledge of statistics is not only needed by data workers (i.e., the […]
Companies continually look for ways to outperform their competitors. One way they are trying to get ahead is through the application of analytics on their data. Researchers, for example, have found that top-performing businesses were twice as likely to use analytics to guide future strategies and guide day-to-day operations compared to their low-performing counterparts. Researchers from MIT […]
Customer surveys remain the primary source of customer feedback for many companies, despite the growth in adoption of other customer feedback sources like social media, call center conversations and emails. Customer surveys typically contain structured questions, asking customers to rate their level of satisfaction with their experience. Two popular customer surveys are relationship and transactional […]
In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps identify best practices that companies can adopt in their CEM efforts to increase customer loyalty. Customer satisfaction is important for business success. Satisfied customers recommend your brand to their friends, stay with you longer […]
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 […]
Big Data is about solving problems by bringing technology, data and people together. Sure, we can identify ways to get customers to buy more stuff or click on more ads, but the ultimate value of Big Data is in its ability to make this world a better place for all. IBM and Hadoop recently launched the Big Data for […]
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.