Bob E. Hayes, PhD, is the Chief Customer Officer at TCELab and president of Business Over Broadway. He calls himself a scientist, analyst, blogger and author on customer experience management (CEM) and analytics (Beyond the Ultimate Question and Measuring Customer Satisfaction and Loyalty). Follow his blog www.businessoverbroadway.com/blog and Twitter: www.twitter.com/bobehayes
A key big data problem for business is one of linking up their disparate data silos with customer feedback data in order to identify the correlates of customer satisfaction and loyalty. By linking these sources, companies will be able to ask and answer bigger customer experience questions, embed the importance of the customer across different departments and provide the use of both subjective and objective metrics of customer loyalty.