Blog Archive

Customer Experience Champions: Best Practices from the CX Veterans

I’ve just returned for Corinium’s Chief Customer Officers and Influencers conference in Atlanta. As someone who just joined the customer experience and insights industry four weeks ago, this felt like a capstone project where I was forced to “talk the talk” and “walk the walk.” It was humbling to meet these experts. The experience inspired me to share some of the Customer Experience best practices that we discussed.

Amazing customer experience begins with engaged leaders

Providing amazing customer experience and customer service is not as hard as we make it seem. However, it takes commitment, diligence and lots of effort to do it well. In the simplest form, excellent service is the result of treating customers with courtesy and respect.

Customer retention analytics: 5 strategies to reduce churn

Think customer loyalty programs are all about getting generic discounts, points and rewards? Think again. That was the old school way of doing things. Today, it’s more about offering customers something as personalized as possible, so that they feel truly special.

5 Text Analytics Approaches: A Comprehensive Review

Are you receiving more feedback than you could ever read, let alone summarize? Maybe you’ve used Text Analytics methods to analyze free-form textual feedback?

These methods range from simple techniques like word matching in Excel to neural networks trained on millions of data points.

Why invest in the Net Promoter Score?

Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? The debate is rife amongst NPS evangelists and those who are more doubtful, so here I share some examples of companies who have invested in NPS and made real improvements.

How to tell your Voice of Customer story with pattern discovery

Here, we’ll give some examples of how to tell the story of your VOC compellingly to your stakeholders that you are trying to influence, to ensure you have a successful VOC programme. This is part 3 of our blog series from our webinar “5 practical ways to influence managers for Voice of Customer (VOC) success”, by myself and Dr. Alyona Medelyan.

3 key drivers of customer satisfaction, according to David Raab

Using customer insights to increase customer satisfaction and retain customers are key objectives for most companies worth their salt. We had a quick-fire Q&A with David Raab, Principal at Raab Associates Inc, to get his thoughts on how to create a better customer experience.

Why focus on customer retention vs. customer acquisition?

Is your growth plan to acquire more new customers? What’s wrong with that? Nothing, if you have all the time and resources in the world, but there’s a smarter way to maintain growth whilst achieving a high customer retention rate. It’s simple, keeping your customers coming back for more will result in a greater ROI.

4 best practice examples of customer retention

The most valuable customer is the one you never lose. Here are some best practice examples we’ve selected as a great way to build customer retention. Can you use this as inspiration to create something similar for your brand?

5 benefits of using chatbots for customer experience

Customers want quick, seamless solutions to their problems. Some are used to the traditional way of phone support therefore a hard time accepting a chatbot with the notion that it is a robotic interaction, lacking the human touch.

The top everyday AI analytics you need to know

Continuing our blog series on artificial intelligence AI (see earlier blog posts), we share some examples of everyday AI applications and commonly used AI analytics. If you look hard enough, you’ll find plenty of everyday examples of how businesses have used AI to make your (and their) life easier, thus improving the customer experience.

The rise of AI: how businesses have leveraged AI text analytics to grow in 2018 and beyond

Often, AI is portrayed in the media as this ever-growing frenzy that will ultimately lead to robots stealing our jobs. And, how we should fear computers that are more intelligent than we are. Really? But as 2018 comes to a close, it’s clear some businesses aren’t paying attention to Hollywood’s ominous depiction of artificial intelligence. Instead, they are embracing AI whole-heartedly with the adoption of AI text analysis.

3 ways Artificial Intelligence and Machine Learning improve CX

Artificial intelligence (AI) tools make it possible to easier anticipate customer needs in multiple ways. For example, marketers can analyze vast volumes of customer data, identifying the characteristics of high-value past customers which allows businesses to create highly personalized campaigns. Sales teams can quickly identify customer purchasing patterns and customer service reps can deliver relevant actions and sales offers.

3 best practices for coding open-ended questions

Open-ended survey questions often provide the most useful insights, but if you are dealing with hundreds or thousands of answers, summarising them will give you the biggest headache. The answer lies in coding open-ended questions. This means assigning one or more categories (also called codes) to each response. But how to go about it?

The Kano Model – guest post by Michael D. Lieberman

I was attending a conference at a resort hotel in Orlando, Florida, standing in the lobby trying in vain to connect to a client who needed to discuss the results of a range of multivariate output. To my chagrin, my cell would not pick up a signal. Imagine my surprise when the nearby concierge, viewing my angst, permitted me to use his phone to complete the call. He even dialed the number for me.

Sarcasm in customer feedback – how common is it?

Most people believe that text analytics solutions fail because sarcasm in customer feedback is very common. Somebody writes “Great service, yeah right!” and the dumb algorithm tags it as positive. So, whenever I speak on text analytics, someone in the audience will always ask:

But how do you deal with sarcasm?

The 5 major faults of word clouds

“Every time I see word clouds presented as insight, I die a little inside”, J. Harris, data journalist. If you are a manager, there is a high chance that you’ve encountered word clouds in reports on key company issues, such as customer service or employee satisfaction.

Top 3 reasons why most NLP fails

Understanding customer comments, on a large scale, needs to be automated. So, it requires Natural Language Processing (NLP) or Text Analytics. Unfortunately, most open-source NLP tools were developed on text researchers have easy access to. These are typically news articles, research papers and movie reviews. I learned that the analysis of customer comments is quite different, and here is why.

The rise and fall of open-ended questions

Recently I had an interesting discussion with Ron Stroeven, one the founders of Infotools, about open-enders, short for open-ended questions. In 1990 Infotools was established, but Ron has worked in market research far longer than that. He has a wealth of experience in survey design and data analysis, so it was fascinating to hear his view on open-enders, their history, and future.

Accuracy study – coding open-ended questions in a Net Promoter Score survey

Four people and several automated solutions were tested on a task of coding open-ended questions in a Net Promoter Score (NPS) survey. Their task: figure out the five key reasons behind an NPS survey and the five areas that could be improved. Here, we compare their performance using an academic metric of consistency. 250 students at a Swiss business school responded to a classical NPS survey with a scale question How likely are you to recommend the business school to someone choosing their third-level studies? and two open-ended questions Why? and What should the business school improve?