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

February 25, 2013 |

All Picture, No Sound

Playing the guessing game when it comes to customer experiences can often lead to wrong answers or misleading information. However, that doesn’t stop people from doing it. The company leaders... Read More

August 28, 2012 |

Feedback vs. Measurement

Sometimes there is a misconception that if you’re asking customers to provide feedback through an opt-in mechanism, you are “measuring” the customer experience. There is actually a critical difference between... Read More

July 2, 2012 |

Directing Increased Investment in Mobile

A June 19th article from Mobile Marketer (a great resource; you should check it out if you don’t already follow it) says that businesses will be doubling their investments in... Read More