Sean Van Tyne

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Analytics

Customer Satisfaction, Customer Effort and Net Promoter Score: Different Metrics to Measure Different Aspect of your Customer Experience

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Customer satisfaction (CSAT) is a measure of how products and/or services meet customer expectation. Organizations ask their customers whether their product and/or service have met expectations using a rating scale to measure. It is essential in today’s experience economy for businesses to effectively manage customer satisfaction. CSAT is a key differentiator and a key element … Read more

Customer Experience Strategy, Measurement, and People

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In Ian Golding’s blog STRATEGY – MEASUREMENT – PEOPLE, he provides a simple framework for managing customer experience. Here’s how Ian breaks it down: Strategy Ian warns that “Not knowing your strategy means that employees do not know what direction they are going in, and customers are unlikely to know what to expect.” Your CX … Read more

The Tablet is now the Preferred Device for Reading and Writing Emails

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A new research study finds that majority of iPad owners say it is their preferred device for reading and writing email. The survey was conducted online in the second half of 2012 among 4,400 adults aged 18 plus, of which 66 percent were women. The study found that the most preferred device for reading emails … Read more

Big Data, Analytics, SaaS and the Experience

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We are seeing the blooming of the Experience Economy in the Information Age. There is so much information we have create Big Data. The trend to larger data sets is due to the additional information derivable from analysis of a single large set of related data. Data sets grow in size in part because they … Read more

Customer Experience Balanced Scorecard

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An organization’s Balance Scorecard should include customer experience metrics along with productivity, quality, and agility to continuously improve cross-functional business processes that map to your overall financial performance goals. Customer Experience metrics may include: service quality index, quantity of complaints, service level compliance, Net Promoter Score, and more. The data from Voice of the Customer … Read more

Users are not Designers and Designers and not Users

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Users are not designers. You can ask them what they want but they can only give you insight into the incremental improvement that they are concerned with their immediate needs. They do not have your aggregated insight that you have across your customers and new technologies. Designers are not users. They may guess what users … Read more

A Modest Increase in Customer Experience can Result in Significant Gains

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“Customer experience leaders have more than a 16 percentage point advantage over customer experience laggards in consumers’ willingness to buy more, their reluctance to switch business away, and their likelihood to recommend.” – The Temkin Group  ROI of Customer Experience report This March of 2012 report provides analysis of 10,000 US consumers and 3,000 UK … Read more