Customer Experience Management (CEM) programs are complex, data intensive programs. To be successful, you need to effectively communicate information about that program to important stakeholders, including employees, partners, and customers. We know that loyalty leading companies communicate customer initiatives throughout the company, from top executives to front-line employees. For example, in a best practices study on […]
I recently wrote about the value of Enterprise Feedback Management vendors. EFM is the process of collecting, managing, analyzing and disseminating different sources (e.g., customers, employees, partners) of feedback. EFM vendors help companies facilitate their customer experience management (CEM) and voice of the customer (VoC) efforts, hoping to improve the customer experience and increase customer loyalty. […]
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.