Archive for March, 2008
“Moneyball” for Business – Why Your Company Needs Customer Experience Metricians™
The current state of customer experience is largely focused only on the online components of a customer’s interaction with a company. While this is totally understandable given where the term came from and why (see post, “Where Customer Experience Came From”), the fragmentation taking place for consumer’s time, energy and money is impacting all aspects [...]
Read Full Post | Make a Comment ( 1 so far )Introducing the “Customer Experience Metrician”
The way some people talk nowadays you would think they just invented analytical techniques like regression and factor analysis, two very common processes used to analyze the predictive value of all types of things. We use them, and many others, to analyze both soft metrics (defined in earlier post as any input from a person such [...]
Read Full Post | Make a Comment ( 1 so far )Sometimes Survival IS Success!
Ok, I must confess, I cannot help but take selfish advantage of the current business and economic circumstances to point out the benefits of customer experience success™. I know, I promised the customer experience success™ equation but sometimes opportunities present themselves that are just too good to pass up.
It doesn’t take a rocket scientist to [...]
Are We Practicing Customer Experience (Success™) or Doing Market Research?
My experience in market research began before technological revolutions like the internet, cell phones and even PC’s were much more than working prototypes in someone’s laboratory. Needless to say there has been a lot of change over the years in consumer attitudes and behavior (both B2C and B2B), the majority driven by technology’s expansion and [...]
Read Full Post | Make a Comment ( None so far )Never Mistake Commerce for Business
So now you know two primary cornerstones for laying the groundwork of success moving forward. To recap, they are 1) understanding what reality is and 2) realizing your total interdependence on customers. Why am I being so fundamental when explaining what is happening today among customers?
Because businesses are still struggling with understanding these two [...]
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