Category: Research

Mobile - Americans age 18-34, or Generation C as they've been recently dubbed, make up 23% of the US population but they comprise an outsized proportion of consumers who watch online video (27%), visit social networking sites and blogs (27%), own a tablet (33%), and use a smartphone (39%), according to a report by Nielsen and NM Incite.

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 [...]

There's a digital divide where not everyone has easy access to the Internet. While those of us in the United States complain about how we have to pay more for Internet service that’s slower than those of other first-world countries, within the United States there’s a gaping chasm between the haves and the have-nots. In this infographic by OnlineITdegree.net, an ad-free website describing itself as “an online informational resource for individuals looking to pursue IT degree of related education and careers,” you’ll find surprising information about the differences in Internet access in the United States.