Last week, I wrote about the data that the Federal government is giving away for free. Their intent is to encourage entrepreneurs and developers to build new and innovative products and services. I highly recommend you check out the data.gov site for data in such areas as energy and education and safety. After doing several searches on the data.gov site, I found one database that included customer survey data. These...
Bob Hayes, PhDTCELab
1 comments 1,300 readsPosted on 2012-06-11
0 comments 1,138 readsPosted on 2012-06-04
I recently watched an 8-minute TechCrunch interview of United States of America’s Chief Technology Officer, Todd Park, that got me really excited. It turns out that the Federal government has a lot of free data. In the interview, Mr. Park encourages developers and entrepreneurs to download these data for the purpose of building new products, services, and companies. Park emphasizes that the President of the United States has fully endorsed the idea that key datasets be made available to the public. The Obama administration ...
0 comments 1,281 readsPosted on 2012-05-29
0 comments 1,223 readsPosted on 2012-05-14
I wrote about net scores last week and presented evidence that showed net scores are ambiguous and unnecessary. Net scores are created by taking the difference between the percent of “positive” scores and the percent of “negative” scores. Net scores were made popular by Fred Reichheld and Satmetrix in their work on customer loyalty measurement. Their Net Promoter Score is a difference score between the percent of “promoters” (ratings of 9 or 10) and percent of “detractors” (ratings of 0 thru 6) on the question, “How likely would you be to recommend
to your friends/colleagues?”
This resulting Net Promoter Score is used to gauge the level of loyalty for companies or customer segments. In my post, I presented what I believe to be sound evidence that mean scores and top/...
12 comments 2,929 readsPosted on 2012-05-07
A successful customer experience management (CEM) program requires the collection, synthesis, analysis and dissemination of customer metrics. Customer metrics are numerical scores or indices that summarize customer feedback results for a given customer group or segment. Customer metrics are typically calculated using customer ratings of survey questions. I recently wrote about how you can evaluate the quality of your customer metrics and listed four questions you need to ask, including how ...
0 comments 1,148 readsPosted on 2012-05-01
Customer experience management (CEM) programs are no stranger to the use of data. CEM professionals use data to gain insight about their customers to help improve the customer experience and optimize customer loyalty. Not surprisingly, CEM programs typically rely on customer feedback as their main data source (e.g., social media, customer emails, tech support notes, formal customer surveys). Customer feedback data, however, are only one type of business data that are used to improve business decisions.
The concept of Big Data is broad one and I consider it an amalgamation of different areas that...
0 comments 2,713 readsPosted on 2012-04-17
Unless you have been living under a rock, you know that Big Data is the latest buzz word in the world of business. The concept of Big Data a is broad one and I consider it an amalgamation of different areas that help us try to get a handle on, insight from and use out of data. Pat Gelsinger, President and COO of EMC, in an article by the The Wall Street Journal said that Big Data refers to the idea that companies can extract value from collecting, processing and analyzing vast quantities of data. Businesses who can get a...
0 comments 1,112 readsPosted on 2012-04-09
Researchers have shown a consistent relationship between employee attitudes and customer attitudes. Specifically, they have found that satisfied/loyal employees, compared to dissatisfied/disloyal employees, have more satisfied customers. Examining different bank branches, Schnieder & Bowen (1985) found that branches with satisfied employees have customers who are more satisfied with service and are less likely to churn compared to branches with dissatisfied employees. Companies must consider employees’ needs and attitudes as part of their overall ...
0 comments 980 readsPosted on 2012-04-02
Companies need to ensure they are providing their employees with the tools, information and support they need to be successful at their jobs. One way companies gauge how well they meet their employees’ needs is through an annual employee survey. Employee surveys can provide companies useful insight about what makes their employees want to work there. For my next two posts, I will talk about the types of questions to include in an employee survey and demonstrate how those employee...
0 comments 1,351 readsPosted on 2012-03-26
I recently wrote about (and visually illustrated) the different types of customer loyalty in customer experience management programs. In that post, I showed how factor analysis can be used to help us understand the measurement and meaning of customer loyalty. In this week’s post, I use factor analysis to illustrate the measurement of two primary touch points about the customer experience: 1) Product and 2) Customer Service. Similar to the prior post, I adopt a visual approach in presenting...