Customers are and always have been different and segmented. Do airlines treat their 100,000-mile fliers the same as those who fly a couple of times per year? Should a luxury car manufacturer treat their $200,000 customers the same as their $50,000 customers?
The Next Evolution in Customer Experience – High Impact Customers Read More »
Ten years ago, I wrote an article for The Hub declaring that an insight statement does not include a percentage symbol. While that may be glaringly obvious to anyone who has been in the market research industry for a while, it was an “insightful” enough opinion at the time that the article was published and
Help! My NPS is Falling! Read More »
Key driver analysis research is not new. The goal is to identify the different customer touchpoint experiences, which are drivers of an organization’s overall performance measure (e.g., NPS, Overall Satisfaction, Effort/Ease, etc.). Essentially, a driver analysis computes importance scores, which then prioritize the touchpoint experiences that have the greatest impact on performance measures. There are
CX Driver Analysis Read More »
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