A successful customer experience management (CEM) program requires the collection, synthesis, analysis and dissemination of customer metrics. Customer metrics are numerical scores or indices that summarize customer feedback results for a given customer group or segment. Customer metrics are typically calculated using customer ratings of survey questions. I recently wrote about how you can evaluate the quality of your customer metrics and listed four questions […]
I have recently written on Big Data’s role in Customer Experience Management (CEM) and how companies can extract great insight from their business data when different types of business data are integrated with customer feedback data. I have been invited to share my thoughts on Big Data and Customer Experience Management at three upcoming conferences in […]
This past weekend, Apple released the iPad 3. My daughter and I visited the Apple store in downtown San Francisco to take a peek at their new device. Of course, the store was packed full of Apple fans, each trying out the new iPad. This particular in-store experience got me thinking about the role of […]
The concept of employee engagement is a popular one. I have seen many claims that companies with higher employee engagement have better outcomes (e.g., higher customer loyalty, increased employee performance, business growth) than companies who do not. Consultants even tout their own measure of employee engagement and present research to show its effectiveness. From the […]
Those who cannot remember the past are condemned to repeat it. Those words are as true today as they were in 1905 when George Santayana coined that phrase. In 2003, the Net Promoter Score (NPS) was formally introduced by Fred Reichheld. His and his co-developer’s overstated claim that the NPS was the best predictor of business growth […]
Customer Experience Management (CEM) programs use customer feedback data to help understand and improve the quality of the customer relationship. In their attempts to improve systemic problems, companies use these data to identify where customer experience improvement efforts will have the greatest return on investment (ROI). Facing a tidal wave of customer feedback data, how do […]
A formal definition of customer experience, taken from Wikipedia, states that customer experience is: “The sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier.” In practical terms, customer experience is the customer’s perception of, and attitude about, different areas of your […]
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 […]
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.