Our approach is to correlate customer satisfaction and loyalty with the mounds of big data available internally and externally, either in the cloud or in enterprise systems.
Boston, MA (PRWEB) April 13, 2012
TCELab today officially unveiled its next generation Customer Experience Management (CEM) Platform, integrating a suite of big data tools with leading edge customer loyalty science from Bob Hayes, Ph.D.
“Big Data are a macabre clown,” states CEO Stephen King. “Most enterprises have LOTS of it, and it can be a great deal of fun! But, big data can also be grim, narcissistic, and a huge waste of time if not approached correctly. Enterprise adoption of better CEM programs has become critical because if you don’t get the data right, you’ll fail. It’s the classic case of garbage in / garbage out.”
“Our solution to business’s Big Data problem revolves around customer loyalty, a leading indicator of business growth. Our approach is to correlate customer satisfaction and loyalty with the mounds of big data available internally and externally, either in the cloud or in enterprise systems,“ continues Dr. Hayes, TCELab Chief Customer Officer. “Then, through linkage analysis, we provide C-Suites with vital business intelligence reporting on an annual, quarterly or monthly basis that provides laser-focus on operational KPI’s that impact and accelerate revenue growth.”
Dr. Hayes is a noted Customer Experience Management (CEM) thought-leader, speaker and blogger and has authored two books on Customer Loyalty (http://www.businessoverbroadway.com). His RAPID customer loyalty framework (three measures: Retention, Advocacy/Recommendation, and Purchasing) improves on outdated loyalty measurement models such as Fred Reichhelds Net Promoter Score (NPS). RAPID is currently used by SME to Fortune 500 companies, like Virtual Instruments, Cascade Microtech and Continental Airlines.
TCELab (“Total Customer Experience Lab”) is announcing their Customer Loyalty Platform for data federation and aggregation. TCELab offers six products and services around CEM including CEM-Audit, CEM-Linkage, CTD (Customer Transactional Diagnostic), CRD (Customer Relationship Diagnostic) for both VOC professionals (CRDc) as well as Investors looking at the health of their portfolio and potential acquisitions (CRDi), and, because the total customer experience also depends on employee loyalty, TCELab provides ERD (Employee Relationship Diagnostic).
CTO Vishal Kumar adds, “We founded TCELab because it’s not just about providing automated big data tools, it’s also about proven methodologies in customer loyalty science. This is how TCELab leads and differentiates from other vendors.“
TCELab is reimagining and refocusing the industry of Customer Experience Management by standing at the intersection of Big Data and Customer Loyalty science. TCELab was launched in Boston, MA, and has offices in Seattle and Calgary. TCELab sister companies include BusinessOverBroadway.com, Stephdokin.com, and Bostonpreneur.com. Founders Vishal Kumar, Stephen King, and Dr. Bob Hayes have a combined experience of more than 50 years of Customer Experience Management research, program strategy, technical implementation, leadership and tactical execution.
Stephen King, CEO
Dr. Bob Hayes, CCO
Vishal Kumar, CTO