Archives for: Tag: Measurement

From Voice of the Customer to Customer Health

Author: Jessica Tuffley
5 / 23 / 2017
customer_feedback_customer

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 to understand the customer’s experience—there has been great oversight in creating a positive experience in how that customer feedback is captured. Customers are asked for feedback […]

Customer Analytics: Moving Beyond KPIs

Author: COLLOQUY Staff
4 / 11 / 2017
customer-analytics_customer-insights-strategy_Lenati

An interview with Jonathan Adler, Director of Insights and Analytics. Originally published on Colloquy.com Many organizations compile customer data and establish key performance indicators (KPIs), but there is immense value in going beyond the high-level numbers. As Director of Insights and Analytics, Jonathan Adler helps global brands understand what is required to become data-driven organizations. […]

Make Content Marketing Effective: Choose the Right KPIs

Author: Christy Kelly
1 / 29 / 2016
Content-Marketing-Measurement-KPIs-Lenati

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 year prior. Organizations are spending more of their marketing budgets on content marketing but aren’t proving its value. While some may claim technical inefficiencies or lack […]

A Holistic Approach to Customer Measurement

Author: Evelyn Bozak
6 / 12 / 2015
customer-lifetime-value- Lenati

Lenati’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” explains the shifts and requirements businesses must take to accurately track customer behavior, and ultimately, be able to extract business value from customer relationships. But first […]