October 24, 2013 |

Marketing-Driven Customer Acquisition

Along with retaining loyal customers, acquiring new customers is an important revenue driver. One of the ways is through word-of-mouth – acquiring new customers who are brought to your organization... Read More

August 15, 2013 |

What Makes a Good Customer Experience Metric?

What Makes a Good Customer Experience Metric? We’re asked this question a lot. And while we have written other posts related to the topic, we feel it’s necessary to revisit... Read More

July 10, 2013 |

Let’s Get Digical, Digical

No. As much as I’d like it to be, this blog post is not promoting a Weird Al Yankovic parody of nor paying homage to Olivia Newton-John’s popular 80s Spandex... Read More

July 2, 2013 |

Common Measurement Mistakes: Volume 4

Alas, the final volume of our “Common Measurement Mistakes” series – where we examine common mistakes people make when measuring the the customer experience – is here. This is a... Read More

June 4, 2013 |

Common Measurement Mistakes: Volume 1

We all need a methodology.  But simply having a methodology does not guarantee success. What is a methodology?  A methodology is often just a system of measurements accompanied by an... Read More

April 12, 2013 |

The Customer Experience Hunger Games

A year and a half ago I never would have thought of comparing the blockbuster movie and book, The Hunger Games, to customer satisfaction analytics. Who would? Well, while recently... Read More