Inside CXM, a new online global thought leadership hub for customer experience management (CXM/CEM) professionals, officially launched yesterday. Inside CXM is focused on bringing you the latest insights from the field of customer experience management. According to Inside CXM, their goal with this program is to provide valuable content via experts who have their finger on 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.