We recently collected feedback about Equifax using our #BrandsInOneWord approach to measuring attitudes. This method requires each respondent to provide one word that best describes a particular brand. Next, applying our sentiment lexicon to the words, we calculate a Brand Sentiment Index. The #BrandsInOneWord results for Equifax appear below. Equifax is Equif*cked The Equifax brand has […]
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.