Customer Experience Was Born In 1994
December 17, 2010 3 Comments
Yesterday, Google launched a very cool tool called Google Books Ngram Viewer that provides a searchable database of millions of books published over five centuries. The tool lets people search through 500 billion words from 5.2 million books in Chinese, English, French, German, Russian and Spanish.
As you might expect, I was intrigued by the announcement of this new analytical tool — so I decided to do a bit of my own analysis of the English corpus. Rather than do a bunch of analysis on the data, I’m just sharing the data with some basic observations. Notice the shape and peaks of the “S-curves” which highlight the evolution of terms that I examined. How would you interpret this data?
The focus on “Customer Experience” started in 1994
The focus On “Voice Of The Customer” started in 1986
“Customers” start to outpace “profits” and “employees” in 1995
CRM started in 1998 and peaked In 2003
Total Quality had an 18-year run, ending in 1996
The bottom line: Thank you Google for this new analysis toy!