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TCE Total Customer Experience: Building Business through Customer-Centric Measurement and Analytics Paperback – April 13, 2013
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About the Author
Bob Hayes is the author of two books, Measuring Customer Satisfaction and Loyalty and Beyond the Ultimate Question. He is President of Business Over Broadway and Chief Customer Officer of TCE Lab. Hayes holds a BS from University of Washington and an MA and PhD in industrial-organizational psychology from Bowling Green State University. He conducts research on the measurement of customer satisfaction and loyalty, identifying best practices for business success and writes (books, blogs and articles) regularly on such topics as customer experience management, analytics and Big Data. He works with companies to help them improve their understanding of their customers.
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I so agree with Bob and the approach he takes to validate and support his CEM thinking.
What I appreciate even more is that his approach to the CEM discussion is analytic and he makes much more quantitative information and examples available in the narrative and diagrams (and let's not forget the abundance of helpful and engaging sources) than we normally find. A lot of writing in this arena is more on the soft side. So, in my opinion, Bob brings a new and valuable dimension to the CEM discussion.
I also like the fact that he not only focused on the managerial aspects of setting up a CEM journey, but, that he took the time to get into strategy, data, data organization, behavior, etc. and how to use this around the customer. And, the bonus begins with how you transition to understanding satisfaction and loyalty. In this aspect Bob covered measurement, looking at attitudes, why some measure work better than other, reporting, etc.
A great read on CEM.
For those, like me, with a specific interest in collecting and using customer feedback to improve the customer experience the book is especially useful in giving advice on how to build and use effective customer surveys. We have adopted the three measures of loyalty Bob sets out and it has been instrumental in improving retention and customer satisfaction. We have even built this approach into our own product!
Buy it, read it but above all else, put into practice the sound advice it contains!
If you are looking for one book that provides a rock solid approach to gathering, interpreting, and marshalling organizational resources to effectively and efficiently respond to customers- this is that book!
Most recent customer reviews
For the second half, I am waiting for an opportunity to implement it.Read more
the book lacks specific cases, but when Bob Hayes writes one, he even does not name the source...Read more