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Getting to Love: Customer Word Clouds
I continually look for ways to present data in ways that are both informational and visually interesting. My hope is that, if scientific rigor does not capture the readers’ attention, the way in which...
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Companies use customer relationship surveys to understand and improve the health of the customer relationship. Customers are asked to provide ratings about their overall experience with and loyalty...
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Gleanster – Actionable Insights at a Glance
I am happy to announce that I have joined Gleanster’s Thought Leader group as a contributing analyst. Gleanster is a market research and advisory services firm that benchmarks best practices in...
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Customer Experience Management Defined
I would like to provide my definition of customer experience management. Before I do, I would like to talk about my understanding of the field as I see it. Customer Loyalty is our Ultimate Criterion I...
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Measuring The Customer Experience Requires Fewer Questions Than You Think
Figure 1. Three Phases of the Customer Lifecycle A formal definition of customer experience, taken from Wikipedia, states that customer experience is: “The sum of all experiences a customer has with a...
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