Indices

How Reliable is your CEM Program?

Companies rely on different types of statistical analyses to extract information from their¬†Customer experience management (CEM) data. For example, segmentation analysis (using analysis of variance) is used to understand differences across key customer groups. Driver analysis¬†(using correlational analysis) is conducted to help identify the business areas responsible for customer dis/loyalty. These... »

Linking Financial and VoC Metrics

Business linkage analysis is the process of linking disparate business data sources together for the purposes of understanding the relationships between them (See Figure 1). For financial linkage analysis, we are interested in understanding the relationship between customer feedback metrics and financial business outcomes. Demonstrating the statistical relationship between customer feedback metric... »

Business Linkage Analysis: An Overview

Business Linkage Analysis: An Overview

Customer feedback professionals are asked to demonstrate the value of their customer feedback programs. They are asked: Does the customer feedback program measure attitudes that are related to real customer behavior? How do we set operational goals to ensure we maximize customer satisfaction? Are the customer feedback metrics predictive of our future financial performance and business growth? Do c... »

20 Best Practices for Customer Feedback Programs: Business Process Integration

Below is the next installment of the 20 Best Practices for Customer Feedback Programs. Today’s post covers best practices in Business Process Integration. Business Process Integration Best Practices The area of Business Process Integration addresses the extent to which the organization embeds elements of the customer feedback program (including processes and data) into other business operati... »

Measurement and Meaning of Customer Loyalty

The use of customer loyalty survey data to help manage customer relationships has received much technological innovation over the past decade. Web-based surveys provide an easy vehicle for customers to provide feedback. For example, individual customer concerns are addressed through the use of automated prompts (typically in the form of emails) to Account team members who are responsible for quick... »

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