Business leaders are looking to the field of customer experience management (CEM/CXM) to help them better understand how to increase customer loyalty. CXM is about managing your customers’ interactions with and perceptions about your company or brand. Improve the customer experience and increases in customer loyalty will follow. The question becomes: Of the different CX touch points, which […]
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.