At Thematic, we’ve spent years researching, designing and developing our customer feedback analysis platform. While I’d love for everyone to be using ours, I understand that you might have the resources, time and the data required to build one in-house. There are benefits to building vs. buying. You can customize it to your needs. You can use it as much as you want! But: You’ll still need to spend time maintaining and training others to…
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When you consider using a new solution for customer feedback analysis, you’ll need to make sure it’s accurate and reliable. At Thematic we take accuracy seriously. We evaluate accuracy on every single dataset, and our approach depends on how much time is available. There are three main approaches that you should consider. Easy review: Eyeballing the results (1h) We use this approach at Thematic for every customer: First, we try to get to 80% of…
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In discussions with potential clients, we always hear the question, “How accurate is Thematic?” This question usually comes up for two reasons: “I’ve been doing the analysis myself. I don’t want to compromise the accuracy when handing this task over to an automated solution.” “I realize that doing things manually isn’t the best approach. I tried different solutions. They all produced generic results that aren’t useful. Does a solution that’s sufficiently accurate even exist??” Both…
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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 you can use to calculate two financial models: the impact of Net Promoter Score (NPS) on company revenue and on customer acquisition costs….
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Digital transformation is one of those terms that has been taking the corporate world by storm for the past years. Like it or hate it, it’s here to stay. Here is proof from Google trends showing the growing popularity of the search term “digital transformation”: There are some great examples of digital transformation already happening in industries that aren’t typically digital-first. In this article, we’ll look at some of these examples. We’ll also review what…
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Getting CX buy-in and commitment for CX initiatives from executive leaders is key when it comes to driving real results for customers, but many CX leaders struggle with this. We surveyed 150 CX professionals to learn about their current role and situation: Are they getting buy-in in their organization? Which strategies have they tried that worked to secure CX buy-in and which didn’t? This report describes the survey itself, its respondents and provides a deep-dive…
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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 moderated by my friend, Lilia Abaibourova. I was joined by her and two other female CEOs, Jenny He and Seema Gururaj. Together, we had…
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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, you end up with hundreds (or even thousands) of free-text responses. How can you turn all of that text into quantifiable, applicable information about…
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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 time. Having been through YCombinator, raised VC funding and with a growing number of happy customers, we can afford to live here for the next few years. The unfair…
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“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 relate, churn is what hurts founders the most! In this post we describe how you can use your customer feedback surveys to perform churn…
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