Customer experience touch points are not created equal. Findings from a study of six B2B technology companies highlight the top customer experience touch points that drive… Read More »Your Product, Future and Employees: Three Customer Experience Pillars of Growth
In my new book, Total Customer Experience, I illustrate why three types of customer loyalty are needed to understand the different ways your customers can… Read More »Customer Loyalty Feedback Meets Customer Relationship Management
Last week, I reviewed several definitions of customer loyalty (see What is Customer Loyalty? Part 1) that are being used in business today. It appears that… Read More »What is Customer Loyalty? Part 2: A Customer Loyalty Measurement Framework
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… Read More »Creating Loyal Customers for SaaS Companies [VIDEO]
Earlier this month, I spoke at the CustomerThink Customer Experience Summit 2011, a free virtual summit featuring Customer Experience researchers and practitioners sharing leading-edge practices to engage… Read More »Asking the Right Customer Experience Questions
Customer Experience Management (CEM) is the process of understanding and managing customers’ interaction with and perceptions about the company/brand. In these programs, customer experience metrics… Read More »The Importance of Your Relative Performance
Customers can exhibit many different types of loyalty behaviors toward a company (e.g., recommend, purchase same, purchase different products, stay/leave), each responsible for different types… Read More »Measuring Customer Loyalty is Essential for a Successful CEM Program
Customer loyalty is the leading indicator of business growth. As such, companies track objective measures of customer loyalty to help them monitor the health of… Read More »Why do we use surveys to measure customer loyalty?