Customer Experience Management

One Word Can Speak Volumes About Your Company Culture

One Word Can Speak Volumes About Your Company Culture

Employee surveys are used to help manage the employee relationship. The questions in the employee survey are used to elicit employee responses that will be used to better understand how to improve that relationship. I crafted a new employee survey question that combines the best of both structured and unstructured measurement approaches. This approach provides both qualitative and quantitative inf... »

Four Ways Big Data Can Improve Customer Surveys

Four Ways Big Data Can Improve Customer Surveys

Customer surveys remain the primary source of customer feedback for many companies, despite the growth in adoption of other customer feedback sources like social media, call center conversations and emails. Customer surveys typically contain structured questions, asking customers to rate their level of satisfaction with their experience. Two popular customer surveys are relationship and transactio... »

The Strategic and Tactical Roles of Customer Surveys

Customer experience (CX) improvement efforts rely heavily on the use of customer feedback. While there are many different methods of collecting this feedback, customer surveys remain a popular choice among CX professionals. In this post, I will discuss how senior executives can use relationship and transactional surveys to get the information they need to make better strategic and tactical decisio... »

In a Word: The Customer Sentiment Index

In a Word: The Customer Sentiment Index

Did you know that CSI can help you understand, in just one word, the health of your customer relationships? No, I don’t mean Crime Scene Investigator, although that might help in some cases. I am writing about the Customer Sentiment Index (CSI), a measure based on a single word that customers use to describe a company. The CSI is calculated using one-word responses from the following customer surv... »

6 Customer Experience Practices of Loyalty Leaders

6 Customer Experience Practices of Loyalty Leaders

In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps identify best practices that companies can adopt in their CEM efforts to increase customer loyalty. Customer satisfaction is important for business success. Satisfied customers recommend your brand to their friends, stay with y... »

Development of the Customer Sentiment Index: Reliability, Validity and Usefulness

Development of the Customer Sentiment Index: Reliability, Validity and Usefulness

This is Part 3 of a series on the Development of the Customer Sentiment Index (see introduction, Part 1 and Part 2). The CSI measures the degree to which customers hold positive/negative attitude about your company/brand. The CSI is based on a single survey question that asks customers to use the best word to describe the company/brand. This post explores what the CSI is measuring and will begin t... »

Development of the Customer Sentiment Index: Lexical Differences

Development of the Customer Sentiment Index: Lexical Differences

This is Part 2 of a series on the Development of the Customer Sentiment Index (see introduction, and Part 1). The CSI assesses the extent to which customers describe your company/brand with words that reflect positive or negative sentiment. This post covers the development of a judgment-based sentiment lexicon and compares it to empirically-based sentiment lexicons. Last week, I created four senti... »

Development of the Customer Sentiment Index: Measuring Customers' Attitudes

Development of the Customer Sentiment Index: Measuring Customers' Attitudes

This is Part 1 of a series on the Development of the Customer Sentiment Index (see introduction here). The CSI assesses the degree to which customers possess a positive or negative attitude about you. This post covers the measurement of customers’ attitudes and the development of empirically-derived sentiment lexicons. I was invited to give a talk at the Sentiment Analysis Symposium (in 2012... »

Development of the Customer Sentiment Index: Introduction

Development of the Customer Sentiment Index: Introduction

In the next few blog posts, I will introduce a new metric, the Customer Sentiment Index (CSI). Integrated into your customer relationship survey, the CSI assesses the degree to which customers possess a positive or negative attitude about you. The development of the CSI involved the application of different disciplines including psychometrics, sentiment analysis and predictive analytics. Each week... »

Are U.S. Hospitals Delivering a Better Patient Experience?

Are U.S. Hospitals Delivering a Better Patient Experience?

The Centers for Medicare & Medicaid Services (CMS) use patient feedback about their care as part of their reimbursement plan for acute care hospitals. Under the Hospital Value-Based Purchasing Program, CMS makes value-based incentive payments to acute care hospitals, based either on how well the hospitals perform on certain quality measures or how much the hospitals’ performance improves... »

Skip to toolbar