In my professional work, I use statistics to help businesses make sense of their data. By applying statistics to their wide array of business data, senior executives can gain deep insight about actions they can take to drive their business forward. Apart from this narrow application of statistics, I am a big believer that understanding statistics […]
I joined my friend’s fantasy football league this past season. I was skeptical to join at first. My friend’s league had been together for 7 years, each participant with deep knowledge about nearly all the NFL players and the game. I, on the other hand, have not followed NFL football for nearly 20 years and […]
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.