In our Big Data world, we are awash in data. We have a lot of it. It comes at us quickly. And it comes in different forms. Those three Vs (i.e., Volume, Velocity and Variety) represent significant hurdles to businesses in their race to extract value from their data. Each of those hurdles have been removed […]
TCE: Total Customer Experience
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
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
Measuring Customer Satisfaction and Loyalty (3rd Ed.): Book includes discussion of how to measure the customer experience, including customer satisfaction and customer loyalty.