I had the privilege of delivering a talk on the topic of Big Data and Customer Experience as part of the Customer Experience Professional Association (CXPA) Bay Area Local Networking Event in San Mateo, CA on February 26, 2014. I would like to thank the CXPA for hosting and organizing this event. Below are the slides […]
Keepify rounded up some facts about the customer experience (CX) and presented them in an infographic titled “14 Customer Experience Facts Marketers Can’t Ignore.” These facts illustrate how companies are getting value from their CX data. I took away two things from these 14 facts: two more facts. For me, these two new facts help […]
I am seeking help from customer experience management (CEM) professionals to complete a short survey (~5 minutes) for my research. In return for your contribution to science, I will give each survey respondent a copy of my new customer experience management book, TCE: Total Customer Experience (pdf version). Background to Research: Net Scores and Mean Scores I […]
Companies continually look for ways to outperform their competitors. One way is to apply analytics to their treasure trove of data. Researchers, for example, have found that top-performing businesses were twice as likely to use analytics to guide future strategies and guide day-to-day operations compared to their low-performing counterparts. Earlier this year, MIT and SAS […]
I recently gave a talk on how to improve the customer experience using Big Data, customer-centric measurement and analytics. My talk was hosted by the good people at Pivotal (recently Cetas). You can view the webinar by registering here or you can view the slides below. In this webinar, Improving the Customer Experience Using Big Data, Customer-Centric […]
Businesses, to succeed, need to have a deep understanding of their customers. Businesses now have unprecedented access to a wide variety of different types of customer data from which to gain customer insights. The intelligent use (e.g., analysis, dissemination) of this data can help businesses deliver a better customer experience both at the group level […]
My new book, TCE – Total Customer Experience: Building Business through Customer-Centric Measurement and Analytics, is now available on Amazon.com. The book, available in both a Kindle edition and paperback, contains research-supported insights on the proper use of customer-centric measurement and analytics that will help businesses improve the customer experience and increase customer loyalty. I am offering a free pdf […]
My new book, TCE – Total Customer Experience: Building Business through Customer-Centric Measurement and Analytics, is now available on Amazon.com. The book, available in both a Kindle edition and a paperback edition, contains research-supported insights on the proper use of customer-centric measurement and analytics that will help businesses improve the customer experience and increase customer loyalty. About […]
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.