Customer experience management (CXM) programs are necessarily a quantitative endeavor, requiring CX professionals to decipher insights from a sea of customer data. In this post, I will illustrate how you can use IBM Watson Studio to analyze one source of customer data, customer survey responses, to answer two important questions about the health of your […]
The importance of data science and machine learning continues to grow in business and beyond. I did my part this year to spread interest in data science to more people. All of my top blog posts of 2018 (most reads) are all related to data science, with posts that address the practice of data science, […]
Retention marketing is about preventing your valuable customers from churning. Reducing customer churn requires you to know two things: 1) which customers are about to churn and 2) which remedies will keep them from churning. In this paper, I show you how marketers can improve their customer retention efforts by 1) integrating disparate data silos […]
In today’s subscription-based economy, customers are no longer trapped in long-term contracts; instead, they are able to jump to competitors easily when they become dissatisfied with their current vendor. Consequently, many subscription-based and SaaS companies are turning to the practice of Customer Success to retain their customers. Customer Success is the function in a company […]
The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. By applying data science principles to understanding the research behind the NPS, however, we see that the NPS claims have three serious problems. First, the “research” behind the NPS claims is flawed. Second, […]
Business growth depends on acquiring new customers and keeping them around for a long time. Yet businesses are over 2x more likely to focus on acquisition efforts than they are retention efforts. In today’s post, I want to discuss why businesses need to increase their focus on customer retention efforts and why the are imperative to your […]
As users/customers engage with a company (their products, services, surveys), they generate a lot of data about their behaviors and interactions with the brand. Predictive analytics and artificial intelligence capabilities provide a way to extract insights from that data to help you improve the customer experience and optimize customer loyalty. Artificial Intelligence and Predictive Analytics […]
Businesses have been putting the customer at the center of their strategy for decades. Adopting a customer-centric strategy, businesses are building their company around the customer to ensure their customers remain satisfied with the relationship and receive value from their products and services. Business leaders are now relying on customer metrics as a way of […]
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.