Clik here to view.
Start Measuring Your Customers’ Trust in Your Brand
January of each year sees publication of the Edelman Trust Barometer. It is a fascinating study that shows the degree of trust with which people hold four institutions – government, business, media,...
View ArticleClik here to view.
Mobile Phones, In-Store Shopping, and a Little Thing Called Certitude
Pew Internet released a report late in January 2012 that quantified a behavior we either exhibit ourselves or see others exhibit ever more often – people using their smart phones as part of the...
View ArticleWhat’s In a Metric? Well, it Depends.
A client of ours has undertaken a Findability initiative. A site’s “findability” determines the ease with which visitors can get from the page on which they arrive at the site to the page(s)...
View ArticleClik here to view.
What’s In the Placement of a Consumer Survey? Everything.
Econsultancy recently posted a comprehensive review of best practices for e-commerce consumer surveys by Tim Leighton-Boyce. It’s an excellent piece. The writer is obviously a practitioner, since the...
View ArticleClik here to view.
Trust Is the New Black (of brand metrics)
How does your brand measure the health of your relationship with your customers? If you answered: “Satisfaction,” then you are not keeping up with the latest in metrics fashion. Trust is the new black...
View ArticleClik here to view.
Trust Is the New Black… Again
In May of 2010, I published a white paper entitled “Trust is the New Black.” I’ve been measuring, training, speaking, and writing about trust for decades; it’s the best indicator of health in...
View ArticleClik here to view.
Harvard’s KISS up
Earlier this month, the Harvard Business Review published an article by two managing directors from the Executive Board: To Keep Your Customers, Keep it Simple. The title serves as both advice and...
View ArticleSingle View of the Customer (SVC): Enabling Frictionless Commerce and...
Back in the days when dragons roamed the earth and men routinely wore suits to work, I used to shop at Jos. A Bank. As the years went by, however, business culture changed and my need for dress shirts,...
View ArticleClik here to view.
Unstructured Survey Data: A Practitioner’s Approach to Extracting Value from...
We frequently field inquires from customers about how we can help them handle ever-rising volumes of unstructured data. The curious thing about these inquiries is that they often come from companies...
View ArticleCustomer Journey Nightmare: Best Buy
Forrester has just come out with another of its exhaustive guides to personas, scenarios, and the customer journey. While I consider Forrester’s approach to personas to be dated and simplistic, they...
View Article
