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 […]
We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g., customer experience, customer success) to determine the state of analytics in customer programs as well as identify what analytical leading companies (companies who use analytics to gain a competitive advantage) do differently in their customer programs compared to their analytical lagging counterparts. We […]
A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. Only 32% of respondents are satisfied with their company’s use of analytics to create a competitive advantage. The use of multiple survey methods is the most common practice across companies (80% of companies). The use of […]
We live in a Big Data world, one in which everything is quantified. As a result, customer-centric professional (e.g., customer experience, customer success) are increasingly using the practice of data science to extract value from these data. As the field of data science evolves, more terms are being used to define the process by which […]
Customer Experience Management (CXM) is the process of understanding and managing customers’ interactions with and perceptions about the company/brand. In our Big Data world, improving the customer experience is increasingly becoming data-intensive endeavor. Consider CRM systems, surveys, social media sources, telemetry systems, and publicly available data sources; using the combined power of statistics and today’s […]
Data scientists have a variety of different skills that they bring to bear on Big Data projects. These skills cut across Subject Matter Expertise, Technology, Programming, Math & Modeling and Statistics. One valuable skill that is becoming popular in data science is machine learning. Machine learning is a method of data analysis that automates model building […]
Over a year ago, I tested the claim that Big Data was the most hyped technology ever. Using Google Trends, I compared the term “Big Data” with “Web 2.0” and “cloud computing”. It turned out that the Web 2.0 and cloud computing were more hyped than Big Data (as measured by number of searches on the topics). At […]
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.