Customer Experience Management (CEM) is the process of understanding and managing customers’ interaction with and perceptions about the company/brand. In these programs, customer experience metrics are tracked and used to identify improvement opportunities in order to increase customer loyalty. These customer experience metrics, used to track performance against oneself, may not be adequate for understanding […]
I would like to provide my definition of customer experience management. Before I do, I would like to talk about my understanding of the field as I see it. Customer Loyalty is our Ultimate Criterion I think that it is safe to state as a matter of fact that customer loyalty is key to business […]
Customer loyalty is the leading indicator of business growth. As such, companies track objective measures of customer loyalty to help them monitor the health of the customer relationship. Some objective customer loyalty metrics are: Customer retention/defection rates New customer growth Average revenue per user (ARPU) Despite the existence of these (and other) objective metrics of […]
I recently wrote about the value of Enterprise Feedback Management vendors. EFM is the process of collecting, managing, analyzing and disseminating different sources (e.g., customers, employees, partners) of feedback. EFM vendors help companies facilitate their customer experience management (CEM) and voice of the customer (VoC) efforts, hoping to improve the customer experience and increase customer loyalty. […]
In an excellent post, Bob Thompson reviews the VoC space in his blog on Voice of the Customer (Voc) Command Centers, including a discussion of 1) the six feedback dimensions, 2) how the VoC command center needs to include technology to a) capture feedback, b) analyze feedback and c) manage top priorities to resolution, and 3) […]
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.