Acquire new customers, retain existing ones and increase $$$ per customer. Does this sound like magic? It’s not. It’s science — predictive analytics to be exact. With two new partner announcements from the U.K. and Australia, Dr. Bob’s new book “TCE” that outlines the scientific approach that our technology at TCELab supports and good progress on our CLAP (Customer Loyalty ... Read More »
As EDS said in their 2000 video, the internet is like herding cats. “Our website sucks,” is an oft-heard phrase at dinner parties. I’m always tickled at the variety of answers I get when I ask “Why does it suck?” EDS made that statement 13 years ago so there’s obviously significantly more cats in them thar hills. Some think the suckage of ... Read More »
The U.S. government recently released a Big Data set for Patient Experience (PX) for public and private health care facilities throughout the U.S. PX is collected by a survey known as HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems). At TCELab, we’re interested in all sorts of Big Data; how you can build customer experience metrics that link to operational metrics providing ... Read More »