Over the last 6 years, companies that are Customer Experience Leaders grew 70% more annually than Customer Experience Laggards who saw a -33.9% decline in their value.* Grow or die.
Are you in the 75% of companies using big data that are failing to make “informed” data-driven decisions?
Convert your data to revenue. By combining Voice-of-Customer (VOC) metrics with existing data from across your enterprise,
TCELab applies predictive analytics to identify key areas of strategic opportunity that deliver:
Our Relationship / Transactional Surveys help you understand what your customers want you to focus on to help you gain their loyalty & business.Learn More
Audit, Linkage Analysis and Predictive Analytics
We offer a review and evaluation of your VOC program including big data sources, existing/proposed survey results, and mathematical organization.Learn More
Market, Industry and Competitive Research
Our RAPID approach works well for industry and competitive external research, giving both your product and marketing teams focused on what really makes a difference to your prospective customers. Learn More
Kashoo used TCELab to guide them to 75% YOY annual growth.
“TCELab knocks my socks off! The TCELab CRD Voice of Customer Survey allowed us to strip through the clutter and focus on whatʼs really important to our customers to drive user growth and revenue. A great addition to our strategy meetings.” ~ Jim Secord, CEO, Kashoo.com
Can you trust and believe in the customer and market insights gathered from your data?
In the past, I’ve used NPS (Net Promoter Score) as a measurement of customer loyalty / satisfaction in a variety of startups and large organizations, notably Intuit where I was a CMO and a Director of Strategy. For the most part, the actionable insights from NPS were underwhelming and usually endlessly debated by my team as well as the C-Suite reflecting disbelief in the data. I always felt like I wasn’t ever getting the full picture and when I met Dr. Bob seven years ago I started to understand why.
Dr. Bob Hayes, TCELab CCO, is a leading customer experience research scientist who created the RAPID Loyalty Framework and has explored the statistical best-practices of Customer Experience Management in his three books, blog, magazine articles and numerous appearances.
Fast-forward to today — we formed TCELab because we want to make the world better by helping make people, companies and products better. It’s exciting to build tools, platforms and analytics around Dr. Bob’s science. We know our approach is not only leading-edge and statistically sound, but also very action oriented. And, it works.
NPS as a customer loyalty metric under-performs in the modern economy.
TCELab is a boutique Customer Experience Management firm working with only a handful of select clients at any given time. We work in a virtual business environment allowing us to serve clients globally. We believe that being data-driven requires more qualified human judgment than cloud-enabled machine learning. No two companies are the same -- our flexibility means we can adapt to your team and business goals. If this sounds like a fit, let's talk!