The devastating impact of natural disasters can be measured in human suffering, loss of life and economic impact. It is estimated that 2.5 million people have been directly affected by natural disasters since 2000. Additionally, natural disasters have had an economic impact of $1.3 trillion since 2003. Even though natural events such as floods, earthquakes […]
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.