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 […]
A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. Analytical Leaders focus their analytics to improve customer loyalty while Analytical Laggards focus their efforts primarily to reduce enterprise costs. Additionally, Analytical Leaders, compared to Analytical […]
I’m all for helping educate the world about the power of data and analytics. I believe that the power of data science can help businesses and citizens understand how the world works. Data science capabilities can help business leaders leverage their vast amounts of data to get insights to improve how they manage their business […]
Our world of Big Data is defined by the quantification of everything. In order to make sense of all the data around us, we need to understand statistics and statistical thinking. Statistics, after all, is the language of data. As I’ve discussed before, knowledge of statistics is not only needed by data workers (i.e., the […]
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.