Measurement

From Voice of the Customer to customer health

The dreaded customer satisfaction survey Designed as a tool for organizations to test customer brand loyalty, the satisfaction survey has morphed into a completely different beast. Ironically—in the drive... ...Read more

Make Content Marketing Effective: Choose the Right KPIs

I’m worried about the future of Content Marketing. According to the 2016 Content Marketing Benchmark Study, only 30% of surveyed marketers consider their programs effective, down from 38% the... ...Read more

Customer Measurement

PK’s Clay Walton-House recently published the third article in a year-long series with Loyalty360 focused on an integrated approach to loyalty strategies. His article, “Integrated Loyalty: Holistically Measuring Customer Health”... ...Read more