Wade is a good friend and colleague. Even though he lives in San Diego and I live in Seattle, we talk regularly to consult each other on topics of interest to us. These topics range from the best pesto recipes to, yes, customer feedback programs. I visited Wade last week to help him celebrate his 50th […]
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.