TCE: Total Customer Experience – Building Business through Customer-Centric Measurement and Analytics

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The book presents best practices in measurement and analytics for customer experience management (CEM) programs. Drawing on decades of research and practice, Hayes illustrates analytical best practices that will help you increase the value of your business data by helping improve the customer experience and increase customer loyalty. By measuring the right customer metrics, linking up disparate data sources and answering strategic business questions, businesses will be able to extract meaningful results that help executives make the right decisions to lead their company forward.

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