My best friend went on a family vacation and, upon his return home, retold his vacation horror story to me. He was so upset about his treatment by a major airline that he wrote a 4-page letter to them, detailing his displeasure about his experience. The bottom line is that he missed a connecting flight […]
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.