What is the customer feedback loop?
The customer feedback loop is the practice of responding to customers meaningfully when they leave feedback. For example, if a customer complains about being overcharged, the company may respond with an apology and issue a refund.
In this blog, we'll discuss how to understand your Voice of Customer (VOC) feedback and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? Then, how do you use VOC data to drive change in your organization?
Are you doing "all the right things" but your customer experience (CX) is still not improving?
There might be hidden forces preventing you from reaching your customer experience goals.
Let’s face it, any business owner can benefit from conversations with customers. It’s the only way to find out what customers think. In this post, you will learn which questions will prompt customers to share their views in depth.
Do you measure transactional Net Promoter Score (NPS)?
Thematic has been working with a global telecommunications provider who has been measuring NPS using an established Voice-of-Customer platform for many years. But for 2018, the company set itself an ambitious goal: to significantly improve their transactional NPS.
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.
I can’t deny feeling like channelling Carrie Bradshaw, as I sit in front of my MacBook, feverishly typing this post, sipping on my black coffee and thinking back to past dating experiences. Well, Carrie did not have the luxury of using the plethora of dating apps we do today. She
Are you responsible for measuring the progress in improving customer experience? If yes, I’m sure you needed to come up with a rationale on which metrics to choose for this: Is it an all ubiquitous Net Promoter Score (NPS), the traditional customer satisfaction CSAT, or a more recent invention Customer
Are your surveys not performing well? Are you sending costly surveys but getting little response? Thorough planning is key to executing a successful survey. If you missed our popular webinar "Learn the 4 pillars of successful survey design", catch the recording here.
Over the past few weeks, we've reviewed several Text Analytics approaches to feedback analysis: word spotting in Excel, manual rules, text categorization, and topic modelling. Now, it's time for Thematic Analysis.
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