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Discy Latest Articles

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 ...

Customer Loyalty is Alive and Well

Customer Loyalty is Alive and Well

I read an article last week on Forbes, Customer Loyalty Is Dead. Long Live Engagement, by Curtis Bingham. He argues that companies need to use customer engagement metrics instead of using customer loyalty metrics. He, however, confuses the meaning of customer loyalty ...

The Meaning of Scale Values for Likelihood to Recommend Ratings

The Meaning of Scale Values for Likelihood to Recommend Ratings

Customer experience management professionals use self-reported “likelihood” questions to measure customer loyalty. In their basic form, customer loyalty questions ask customers to rate their likelihood of engaging in different types of loyalty behaviors toward the company, including behaviors around retention ...

Customer Loyalty Resource for Customer Experience Professionals

Customer Loyalty Resource for Customer Experience Professionals

I have written on the topic of customer loyalty and related matters for many years. I organized many of these writings on customer loyalty and metrics below as a quick resource for people looking to learn about the concept of ...

New Book, Total Customer Experience, Now Available on Amazon

New Book, Total Customer Experience, Now Available on Amazon

My new book, TCE – Total Customer Experience: Building Business through Customer-Centric Measurement and Analytics, is now available on Amazon.com.  The book, available in both a Kindle edition and a paperback edition, contains research-supported insights on the proper use of customer-centric measurement ...

How the Right Loyalty and Operational Metrics Drive Service Excellence – Webinar

How the Right Loyalty and Operational Metrics Drive Service Excellence – Webinar

Last week, I spoke at the CustomerThink Customer Experience Thought Leader Forum, which includes customer experience researchers and practitioners sharing leading-edge practices. Bob Thompson, founder of CustomerThink, organized several sessions focusing on specific CX issues facing business today. In our session, titled ...

March Madness for Big Data Enthusiasts: The Smart Sixteen Big Data Challenge

March Madness for Big Data Enthusiasts: The Smart Sixteen Big Data Challenge

I have never participated in a March Madness bracket until now. IBM set up a March Madness bracket for a field of 16 Big Data teams. These 16 Big Data teams are from four areas: Marketing, Finance, IT and Operations. ...

What is Customer Loyalty? Part 1

What is Customer Loyalty? Part 1

There seems to be a consensus among customer feedback professionals that business growth depends on improving customer loyalty. It appears, however, that there is little agreement in how they define and measure customer loyalty. In this and subsequent blog posts, ...

Creating Loyal Customers for SaaS Companies [VIDEO]

Creating Loyal Customers for SaaS Companies [VIDEO]

Software as a Service (Saas) companies are particularly vulnerable to customer disloyalty. SaaS companies’ success depends on satisfying their customers on a regular basis or risk the possibility of loosing customers and engendering bad will in the marketplace.  Consequently, customer ...

Measuring Customer Loyalty in Non-Competitive Environments

Measuring customer loyalty, the degree to which customers engage in positive behaviors toward your company/brand, is essential for your customer experience management (CEM) program. We know that customer loyalty is key to driving business growth (e.g., increased revenue, market share).  Customers ...