The use of analytics is good for business. Researchers from MIT Sloan Management Review and IBM found that organizations that used business information and analytics outperformed organizations that did not. Businesses of all types are adopting the use of analytics to get use out of the vast amount of data that is being generated in our overly-quantified […]
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.