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Try these Customer Loyalty Questions for your Relationship Survey
Customer loyalty is the leading indicator of business growth. In fact, a main reason why companies implement voice of the customer (VoC) initiatives is to improve customer loyalty. Based on a 2010...
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Three Upcoming Talks on Big Data and Customer Experience Management
I have recently written on Big Data’s role in Customer Experience Management (CEM) and how companies can extract great insight from their business data when different types of business data are...
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Big Data Advances in Customer Experience Management
I gave a talk last week on Big Data and Customer Experience Management and how Big Data will change how companies think about their Customer Experience Management programs. This talk was part of a...
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Is the Importance of Customer Experience Overinflated?
Companies rely on customer experience management (CEM) programs to provide insight about how to manage customer relationships effectively to grow their business. CEM programs require measurement of...
View ArticleThe Big Data Problem in Customer Experience Management: Understanding...
Big Data is being touted as the next big thing for businesses. The benefits of Big Data are apparent in many areas, from search results and recommendation engines to customer experience management. By...
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In the Absence of Data, Everyone is Right
I wrote a post last week that compared two ways to make decisions/predictions: 1) opinion-driven and 2) data-driven. I am a big believer of using data to help make decisions/predictions. Many...
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Understanding Customer Survey Data: Descriptive, Predictive and Prescriptive...
Customer relationship surveys play a major role in helping improve the customer experience and increase customer loyalty. By gathering customer perceptions of their experience as well as their...
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