Key #1: Let customers talk! (Ask open-ended survey questions)
Companies know that customer feedback matters.
There are more cost-effective (sometimes even free!) services than ever to solicit that feedback. However, too many businesses struggle to turn this feedback into action.
In other words, they collect valuable data —
Have you heard of the Grace Hopper Celebration, also known as GHC? It’s the world’s largest gathering of women in tech!
This year, 25,000 women met in Orlando, Florida. And it was epic!
I was honored to speak on a panel titled “So you want to be a CEO?” that was
How many hours have you spent sitting in front of Excel spreadsheets trying to find new insights from customer feedback?
You know that asking open-ended survey questions gives you more actionable insights than asking your customers for just a numerical Net Promoter Score (NPS). But when you ask open-ended, free-text questions,
Collected all of your survey data? Great. Confused about what to do next? Don’t be.
If you’ve ever stared at an Excel sheet filled with thousands of rows of survey data and not known what to do, you’re not alone. Use this post as a guide to lead the way to
You know you need to collect customer feedback. You send out surveys and read reviews.
But once you have customer feedback in-hand, what do you do with it?
How do you identify common themes in customer responses — and turn that into actionable business insights?
You could spend long
This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (ROI of CX) to move from insights to action.
It includes a step-by-step guide to help you calculate the ROI of CX.
We've also created spreadsheets just for you that
Facebook reminded me that it’s been exactly 1 year since we (Nathan and I) moved from New Zealand to San Francisco! It’s the third time that we are coming to California to live for an extended period of time, but the first time for more than 3 months at a
Earlier this month I attended the CXPA conference in Salt Lake City.
CXPA or the Customer Experience Professionals Association is an organization dedicated to cultivating the CX profession.
Check them out.
The conference brings together CX experts from a variety of industries to talk about pressing issues affecting teams and practitioners.
Thematic participated in the OnRamp Insurance Conference in snowy Minneapolis last month. The event brought together some of nations premier insurers, investors and startups to discuss innovation occurring in fin-tech and insure-tech. Many of the insurance providers have even established corporate venture capital arms to invest in the technology and
“We recently launched a new way of delivering our product and customer churn is a major pain!” -- a concerned friend.
Since I co-founded customer feedback company Thematic, friends who work on software products often ask me how to effectively use feedback to identify, fix and prevent customer churn. I can