Category: Customer Loyalty

In a previous post, I described the SaaS Sales Funnel where marketers can help customers emerge from the murky ooze of the world wide web and drive towards paying for products and services. Now, let's apply customer loyalty measurements to creating accelerated and sustained revenue growth. There are three ways a company can make money: 1) Getting existing customers to buy from you again -- in SaaS pricing models, this is typically on a recurring monthly basis. 2) Getting new customers. 3) Getting existing customers to buy more things from you -- in SaaS, this means enticing customers into the next ...

Often cited inappropriately as a replacement for brand positioning or brand experience, customer experience goes far beyond that. In reality, customer experience is the result of how you implement your brand and how customers experience it across every touch point. Customer Relationships - Customer experience is about meeting customer needs, aligning touch points, and creating relationships. Learn customer experience basics—and how to create an enriched customer experience that gets results.

With customer service and experience industries undergoing rapid change, here are 20 interesting customer service and customer experience statistics to keep in mind as we head into a new era of Big Data and understanding customers.

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 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 ...

Friday the 13th? "Big Data Are a Macabre Clown" says CEO, Stephen King. Don’t be scared by Big Data -- TCELab officially announces launch of next generation Customer Experience Management (CEM) platform that integrates big-data tool automation and customer loyalty science. today officially unveiled its next generation Customer Experience Management (CEM) Platform, integrating a suite of big data tools with leading edge customer loyalty science from Bob Hayes, Ph.D.

Do you have a full understanding of what social media marketing does for your business? MarketingProfs blogger Jason Falls says companies today don't---despite all the analytics. We blog, we tweet, we post. Our measurement systems tell us how many people read, click, and retweet. If we’re smart, we can tell how many people are seeing our messages and how many people are responding to them in some relevant way. We know how many people clicked through and downloaded whitepapers. We know how many people may have clicked through and purchased something we sell online. But for all the ...

In our continuing research on the emerging role of the Chief Customer Officer (CCO), we recently looked at the kinds of authority their firms vest in them to drive change across the organization as customer loyalty and customer experience management programs are put in place. This authority can affect the activities they do, the composition of the teams that report into them, and the budgets they control. For firms considering putting this kind of senior customer experience leader in place, Forrester has identified three archetypal models that characterize the most typical modes in which CCOs operate.

Companies, in support of their customer experience management (CEM) programs, rely heavily on the use of customer surveys as a means of collecting customer feedback. An optimal customer survey maximizes the value of the survey to both the businesses who use them and their customers who take them. This Infographic shows 4 Ways to Optimize Your Customer Survey. Specifically, businesses need customer surveys that provide reliable, valid and useful information to help run the business more effectively. Customers need surveys that let them give quick, yet meaningful feedback about their experiences. Based on research and practical experience in the CEM ...

Predictive modeling is a process by which a statistical model is chosen to best predict the probability of an outcome. The use of predictive modeling was illustrated in the excellent movie, Moneyball, in which Billy Beane, the manager of the Oakland Athletics used predictive modeling to select the players for his team. When executives make decisions about how to improve customer loyalty, they rely on many sources of information, including personal knowledge, past experiences of similar situations and even predictive models of expected performance.

I use factor analysis (more an that below) often in my customer experience management research. Specifically, I use it to help understand how to best measure customer loyalty. The value of factor analysis, however, is sometimes lost in the details. In this post, I adopt a 3D visual approach in presenting factor-analytic results of [...]

The latest buzz word in business is Big Data. According to Pat Gelsinger, President and COO of EMC, in an article by the The Wall Street Journal, 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 better handle on these data will be more likely to outperform their competitors who do not. When people talk about Big Data, they are typically referring to three characteristics of the data.

This is a story about using Customer Loyalty research to create lasting and believable marketing benefit messages. I recently had the pleasure of refreshing the brand and marketing statements of one of my clients, Jazzit (http://www.jazzit.pro), a software company that creates financial statement and reporting templates for accountants. Their software is amazing with extremely happy customers, but their messaging was lagging behind in terms of telling their great story. In particular, and something that is typical in many B2B SME technology firms -- they had the problem of empty and unfocused marketing benefit statements.  What are "empty and ...

These days, everyone is consuming content differently. My mom has a netbook, I have a laptop, my friend has a 27″ iMac, my girlfriend and I have smartphones and her mom has an iPad. Since your content is now being viewed on more devices and browsers than ever before, you have to design it with that in mind. Websites that adapt to things like screen sizes and operating systems are known as responsive designs, and this list of 10 sites shows off the future of the flexible Web. 

1st February 2012 by Harrison Weber

A successful customer experience management (CEM) program requires the collection, synthesis, analysis and dissemination of different types of business metrics, including operational, financial, constituency and customer metrics. The quality of customer metrics necessarily impacts your understanding of how to best manage customer relationships to improve the customer experience, increase customer loyalty and grow your business. Using the wrong customer metrics could lead to sub-optimal decisions while using the right customer metrics can lead to good decisions that give you a competitive edge. How do you know if you are using the right customer metrics in your CEM program? This post ...