I like sharing my knowledge about the power of data and analytics. This knowledge can help business leaders and citizens understand how the world works, improving how they manage their business and make better decisions to improve their personal lives, respectively. Toward that end, I am creating a video series called, Data Days, to explore the world […]
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.