A recent political poll of 800 Americans conducted by Cards Against Humanity showed the usefulness of a one-word response to understanding brands. The question used to elicit the one-word response was, “What’s the first word that comes to your mind when you think of Donald Trump?” The top words were: President, Idiotic, Asshole, Liar and […]
A new customer survey approach that requires only two open-ended questions provides customer insights that are comparable to a longer, more traditional customer survey. This post presents the new survey approach and outlines its benefits to your enterprise. Customer feedback plays a central role in customer-focused programs. Annual customer surveys are the most popular ways […]
Customer relationship surveys play a major role in helping improve the customer experience and increase customer loyalty. By gathering customer perceptions of their experience as well as their likelihood of engaging in different types of customer loyalty behaviors, companies are able to use these data to get insight about how to improve the quality of the […]
I recently developed a methodology that combines both a structured and unstructured measurement approach.The methodology is based on a single open-ended survey question in which respondents are asked to provide one word that best describes the brand of interest. From this one word, you learn two things about your customers: their sentiment and the reasons […]
Customer surveys remain the primary source of customer feedback for many companies, despite the growth in adoption of other customer feedback sources like social media, call center conversations and emails. Customer surveys typically contain structured questions, asking customers to rate their level of satisfaction with their experience. Two popular customer surveys are relationship and transactional […]
Did you know that CSI can help you understand, in just one word, the health of your customer relationships? No, I don’t mean Crime Scene Investigator, although that might help in some cases. I am writing about the Customer Sentiment Index (CSI), a measure based on a single word that customers use to describe a company. The […]
I have been doing some work on how investment professionals can use customer feedback as part of their valuation process. I include a case study of an investment firm that used customer feedback to help confirm the valuation of the target company (it did), and also where to start in terms of managing the business to […]
I was invited to give a talk last week at a local incubator (Eastside Incubator) on how startups can incorporate customer experience management into their companies. Thanks to Phuoc Do from 1001 Mentorsfor the invitation. The slides to my talk are at the end of this post. The content of the post below should provide […]
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.