text: My new book, TCE – Total Customer Experience: Building Business through Customer-Centric Measurement and Analytics, is now available on Amazon.com. The book, available in both a Kindle edition and a paperback edition, contains research-supported insights on the proper use of customer-centric measurement and analytics that will help businesses improve the customer experience and increase customer loyalty.
  About the Book
  Data are ubiquitous and businesses that can get a better handle on their business data through proper analytics will be in a better position to outperform their competitors. To gain value from these, large, quickly expanding, diverse data, businesses need to apply the right analytics to the right metrics to help manage their business. The book will help businesses improve how they measure customer experience and loyalty and show how to apply analytics to gain deeper insights about the causes and consequences of customer loyalty.
  The book includes 36 chapters on customer experience management, covering such topics as:
  - Customer Loyalty Measurement Framework
  - Data, Decisions and Biases
  - Problems with the Net Promoter Score
  - Customer-Centric Approach to Data Analysis
  - Big Data
  - Patient Experience
  - and more!
  Exclusive Oracle Case Study
  The book includes a case study on Oracle’s customer experience management (CEM) program. From Strategy and Governance to Reporting and Research, Oracle shares how they structure their CEM program. For the first time, Oracle reveals some compelling results of their CEM program regarding improvements in the customer experience and increases in customer loyalty.
  Early Reviews of TCE are Positive
  Early reviews on Amazon from customer experience practitioners from around the world are positive:
  “Bob Hayes takes us through a very logical and well thought out journey of Customer Experience. Having been in Customer Experience for a number of years now, I could easily associate with the lessons Bob shares. For anyone starting out and wanting to learn then you are learning the right lessons!”
  Leanne Smith – 5-star rating
  “A great resource book on customer analytics. Bob E. Hayes takes the reader from the conceptual underpinning of customer experience thinking to the research process involved in coming up with valid and reliable measures of customers experience to how the organisation can leverage big data results, making the customer the center of business strategies. TCE is such an easy and insightful read one will pretty much continue to read. It is like Bob E. Hayes is right in the room having a chat on how best to get your customer experience programme up and running. A true value added purchase.”
  Imran Forbes – 5-star rating
  “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 all thanks to an improved customer experience.”
  Fred Zimny – 4-star rating
  To learn more about the new book, visit the TCE – Total Customer Experience site.