TCELab LLC
We help businesses understand how to acquire more customers, increase ARPU, and decrease churn.
If this sounds like magic, it’s not. It’s science.
Build your Business around your Customers
TCELab provides businesses with 360 degree weekly, monthly and annual cycles of our best-in-class customer, employee and partner satisfaction research and analytics tools. Our CLAP platform (Customer Loyalty Analytics Platform) embraces the RAPID Customer Loyalty model — by combining subjective data from Voice-of-Customer (VOC) surveys with existing objective big data from company systems (CRM, Operations, Marketing, Finance), we create predictive analytics that correlate customer loyalty and sustained revenue growth.
For the C-Suite, our analytics provide timely actionable insights that instill confidence in the right actions, plans and budget.
Our Customer Experience Management (CEM) methodologies help disparate product, marketing and service teams gain a common view of the customer in order to co-ordinate, collaborate and measure their progress.
Meet Dr. Bob
If you like the book, you’ll love the company!
“In this disruptive era this book is a must read for any senior manager, customer experience professional or business analyst, who wants to achieve better sales results, lower costs, increase in profit.”
~ Fred Zimny, Amazon comment
“In one phrase – this is a game changer!”
~ Sam Klaidman
“Provides great insight into NPS approach pitfalls.”
~ Boyd Rogish
TCELab’s resident Chief Customer Officer, Bob Hayes, has a Ph.D. in industrial-organizational psychology with over 20 years of consulting and research experience documented in his 3 books, in his well-read posts, publications and speaking engagements.
Dr. Bob’s 3rd book, TCE, is now available on Amazon!
… and check out his other books on Amazon: Measuring Customer Loyalty And Satisfaction and Beyond The Ultimate Question
Customer, Employee and Partner Surveys
Our annual and bi-annual customer surveys incorporate the RAPID Loyalty model. We measure customer satisfaction. We help you understand what your customers want you to focus on in order to make more money in three ways: from customer retention as well as new customers through word-of-mouth and increasing the $$$ per user. With the CRD's two companion survey services, the employee (ERD) and partner (PRD) relationship surveys, we have TCE solutions for businesses to have a 360-degree view of their ecosystem.
Audit, Linkage Analysis and Predictive Analytics
TCEAudit offers a review and evaluation of your VOC program including big data sources, existing/proposed survey results, and mathematical organization.
With TCELinkage, we integrate and analyze disparate data sources, surveys, measurements to distill key insights into predictive analytics to help you organize and focus your company.
Total Customer Experience
Training
For teams looking to get a kickstart or restart in their VOC (Voice-of-Customer) thinking, we offer both online webinars and in-person seminars. With twelve 1 and 2-hour courses available, the training is great for Research Professionals, C-Suite Executives, Marketers and Managers; including 'Introduction to Customer Loyalty', 'NPS vs. RAPID', 'Customer Loyalty in The SaaS Online Sales Funnel'
Customer Relationship Diagnostic Survey
Churn Kills SaaS Companies
Retaining customers is important for most companies, but SaaS companies have an even bigger challenge with churn due to a monthly recurring revenue model where the battle for keeping customers has a magnified impact on growth. In this great article from Joel York at Chaotic Flow, SaaS churn can be stated as the number of customers cancelling (ΔC) per time interval (Δt) divided by the number of customers at the beginning of the interval (C).
| SaaS Churn | = | ΔC |
| Δt x C |
So, even if a company is acquiring customers at an astronomical pace, the reality is that churn can quickly erase all gains. 5% churn monthly = 46% annual turnover!
The CRD survey incorporates measuring satisfaction with the RAPID Customer Loyalty framework. With this customer survey data, we correlate some of your existing big data (CRM, Salesforce, user demographic information and operational measurements) to provide strategic insights as to where you need to spend your team’s time and $$$ to accelerate your business growth.
For those just getting into customer experience management, the annual CRD is a GREAT place to begin. For those customers with larger client-bases, we also provide ongoing weekly or monthly measurements and reporting.
Already do a customer survey in-house?
Don’t spin your wheels. Let us take care of it. We live, breathe and think about customer satisfaction surveys and data 365 days a year. Focus on your business instead.
“Think of the CRD as your annual/monthly/weekly customer survey.”
Benefits of using TCELab’s CRD Survey
Measure and understand which customers are at risk of churn, why they are at risk and what you can do to improve it.
Discover upgrade and cross-sell opportunities
Increase retention rates
Acquire new customers through word-of-mouth recommendations
Enjoy our too-long video — we hope you find it educational. The CRD can be used effectively for any type of industry, of course, not just SaaS.
Click here for a high-res version of the SaaS Sales Funnel graphic shown in video.
CONTACT US
TCELab knocks my socks off! As part of our ongoing customer experience management, their CRD Survey allowed us to strip through the clutter and focus on what’s really important to our customers and our business. The TCELab results were a great addition to our executive strategy meetings.
— Jim Secord, CEO kashoo.com
How do you measure up?
Our free TCE Self-Assessment will determine your strengths & weaknesses, Benchmark your results with Best Practices and give feedback on next steps.
Take the self-assessment survey now
… and also receive our white paper on “The Practice of Customer Experience Management.”
Hospital Patient Experience (PX)
Big Data provides big insights about hospitals. We built predictive models of U.S. Gov’t HCAHPS patient satisfaction rating data. What things really matter to patients? It’s not what you think.
Download our HCAHPS Research PDF
… and learn why the Patient Experience (PX) has become a hot topic for U.S. Hospitals.
Meet
Dr. Bob
Dr. Bob’s new book, TCE, is now available on Amazon!
TCELab’s resident Chief Customer Officer, Bob Hayes, hAnalytics Ph.D. in industrial-organizational psychology with over 20 years of consulting and research experience documented in his 3 books, in his well-read posts, publications and speaking engagements.
Read Dr. Bob’s blog at www.businessoverbroadway.com
… and check out his other books on Amazon: Measuring Customer Loyalty And Satisfaction and Beyond The Ultimate Question
Loyalty Widget
Measuring feedback real-time, in the real-world at the point of transaction with your customer.
Our sister site, www.loyaltywidget.com, organizes transactional customer feedback for bricks and mortar locations of all shapes and sizes; restaurants, coffee chains, electronics stores, clothing outlets, grocery stores, hospitals, banks, employee locations, gyms, event facilities, hotels, airports and more!
While the CRD Survey focuses on strategic aspects of the customer relationship, Loyalty Widget focuses on the customer satisfaction of transactions and touch points with your company.
CONTACT US
Contact
Boston · Seattle · Calgary · Sydney
No time like the present to get started. Let us know if we can help. Or, just sign up for our mailing list to stay connected.
+1 (888) 243-4756 (7:00 – 20:00)info@tcelab.com40 Warren Street, 3rd floor, Boston, Massachusetts, 02129 USA
Client Portfolio
EMC
CEM Linkage
Continental(United) Airlines Mobile
Mobile, RAPID
Jazzit Accountant Templates
CRD, SAAS
Oracle
Big Data
Genstar Capital
CRD
Mob4Hire
Mobile, RAPID
NetSmart
RAPID
Virtual Instruments
ERD
Cascade Microtech
RAPID
A highly qualified professional organization that is responsive; delivers even beyond expectations in meeting our objective. We are always left with impressions that our success is first priority when delivering services.
— Steve Zagarola Cascade Microtech
Partners
Clicktools, U.K.
#1 Salesforce Survey Tool
Clicktools is the leading solution to collect, centralize, and act on customer interactions, leveraging the power of CRM. Clicktools has been voted #1 Salesforce Survey Tool for the last 5 years, and we're pleased as punch they've incorporated RAPID Loyalty metrics and questions into some of their survey templates.
We’re equally pleased to offer Clicktools customers consulting services for customizations, approaches to specific problems, scaling, analysis and interpretation.
Advanced Coaching and Consulting
Australia / Asia Pacific
Our Australian partner is a reseller VAR of our products and services for Asia Pacific, offering CRD, ERD, PRD, and Loyalty Widget survey products as well as CLAP Platform support. Advance Coaching and Consulting Pty Ltd (ACC) takes organizations and individuals to the next level through proven methodologies and experience of management team in the ICT sector throughout Asia Pacific. They provide clients with insight from customers to implement change, leading to growth in revenue and profitability.
We're actively seeking partners and sales affiliates. Let us know if our approach sounds as exciting to you as it does to us!
As seen on
Dr. Bob on IBM Big Data Hub
Read Bob’s guest post at IBM: Big Data has Big Implications for Customer Experience Management. In it, he discusses the three V’s of Big Data, the need to integrate disparate sources of business data and how linkage analysis can advance Customer Experience Management.
… and in Las VegAnalyticst Allegiance VOCFusion
Stephen at Cybera Big Data Summit in Banff
“Real-world business examples of successful cloud and data analysis projects were demonstrated in this session” … so naturally, we focused on “Making Money With Big Data.” Here’s TCELab CEO’s presentation at the Cybera annual conference in fall, 2012.
Coming Events
- Join Dr. Bob’s webinar as Cetas (VMWare) presents “TCE” on April 17 at 10:00 am PST. Click for more info and to register.
- Thu, April 18: Webinar. IBM Presents Dr. Bob’s Interview with Visimo Alumni and IBM Senior Product Marketing Manager, Mark Myers. www.ibmbigdatahub.com.
- Tue-Fri, May 14-17: Las Vegas, Allegiance VOCFusion Dr. Bob speaks on “Big Data: What it really means for VOC and Customers Experience Professionals” http://www.vocfusion.com/
- Wed-Thu, July 10-11: Calgary. As part of the A100 and AccelerateAB tech week on July 10&11 during Calgary stampede, Stephen is hosting “Student Hackathon” day on July 10
Business Over Broadway and Mob4Hire release first look at Global Wireless Satisfaction Survey
I'm excited to announce the first look of the results of a "Global Wireless Satisfaction Survey." Conducted in collaboration with Mob4Hire and myself in Feb 2010, the unprecedented 111-country survey analyzes the impact of mobile apps on operator’s churn (# of new customers acquired minus # of existing customers lost), as well as many dimensions of the app ecosystem as it relates to mobile user behavior and satisfaction.You can have a look at the official press release here: http://www.prweb.com/releases/2010/03/prweb3727914.htmThe 8-page ...
Getting to Love: Customer Word Clouds
I continually look for ways to present data in ways that are both informational and visually interesting. My hope is that, if scientific rigor does not capture the readers' attention, the way in which the data are presented will.Last month, I stumbled across the use of word clouds in survey research. Word clouds are used to visualize free form text. A word cloud is a collection of words individually weighted by size that reflect the frequency of occurrence of that word within the body ...
Map of US Hospitals and their Patient Experience Ratings
Hospitals are focusing on improving the patient experience. The Centers for Medicare & Medicaid Services (CMS) will be using patient feedback about their care as part of their reimbursement plan for Acute Care Hospitals. Under the Hospital Value-Based Purchasing Program (beginning in FY 2013 for discharges occuring on or after October 1, 2012), CMS will make value-based incentive payments to acute care hospitals, based either on how well the hospitals perform on certain quality measures or how much the hospitals' performance improves on certain quality ...Download TCELab .PDF Whitepapers
The basics of Customer Experience Management
Art + Science + Technology
RAPID Customer Loyalty vs. NPS Net Promoter Score
There Are 3 Ways To Make Money. Not 1.
Look — business growth depends on more than acquiring new customers. Challenging the claims of the Net Promoter® Score (NPS) that all you need to ask is a single survey question (likelihood to recommend/advocate), our research shows that companies need to include two other customer loyalty questions that reflect all three major opportunities for business growth.
Retention Loyalty Index (RLI)
The Retention Loyalty Index (RLI) is the degree to which customers will remain as customers or not leave to competitors. All companies want to keep the customer coming back for more, and companies with monthly recurring billing models sometimes have a real challenge understanding what they need to do keep customers from leaving.
Advocacy Loyalty Index (ALI)
The Advocacy Loyalty Index (ALI) is the degree to which customers feel positively toward/will advocate your product/service/brand. Recommend to a friend. Like. Retweet. Give 5 stars in an app store. This drives new customers to your company.
Purchasing Loyalty Index (PLI)
The Purchasing Loyalty Index (PLI) is the degree to which customers will increase their purchasing behaviour. Knowing purchasing loyalty lets you predict that the “Average Revenue Per User” (ARPU) or “Basket of Goods” or “SaaS Subscription Level” is expected to increase or decrease.
Read Dr. Hayes’ Loyalty article in Quality Progress magazine, “The true test of loyalty.”
Customer Loyalty Analytics Platform (CLAP)
How do we do what we do?
Executing surveys is more than just asking questions. There is an art to it. Big data is more than just storing a bunch of bits. There is science to it. And making it all work takes some technology. So, we take Art + Science + Technology and blend them together in our “Customer Loyalty Analytics Platform” a.k.a. “CLAP”
CLAP gives us the ability to integrate your existing big data, to program and execute surveys, to manage email campaigns and harvest responses, to create sentiment analysis around open-ended comments, and to provide you with automated reporting.
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Team
We are a team with a passion, vision and insatiable curiosity for improving how you collect, synthesize and analyze business data to help improve the customer experience, increase customer loyalty and maximize business growth. We are fascinated by data. We are fascinated by technology. We are fascinated by people.
We take pride in helping the world get better by helping to make our clients and their employees better, as well as creating happier customers. It’s a good thing.
-Team TCELab
