Bob Hayes: Improving the Practice of Customer Experience Analytics

How to Use Just One Word to Understand the Health of Customer Relationships

Did you know that CSI can help you understand, in just one word, the health of your customer relationships? No, I don’t mean Crime Scene Investigator, although that might help in some cases. I am writing about the Customer Sentiment Index (CSI), a measure...

6 Customer Experience Practices Separate Loyalty Leaders from Laggards

In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps identify best...

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