5 practical use cases of customer sentiment analysis for NPS Paid Members Public
In our article about why customer sentiment analysis matters, we introduced you to Maya Angelou's famous quote: "People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” We even gave you PwC's findings that 32% of customers would
How to Analyze Survey Data: Best Practices for Survey Analysis Paid Members Public
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 execute best practice survey analysis.
7 proven ways to get C-suite buy-in for your Customer Experience strategy Paid Members Public
Are you feeling discouraged by a lack of buy-in from leadership for your customer experience (CX) strategies? Perhaps your objective is a clear CX focus for the leadership at your company, but no-one seems to support your ideas? You’re not alone. This is a very common scenario in the
5 best practice tips for customer journey mapping surveys Paid Members Public
Customer journey mapping is a great way to truly visualize your customer experience so that you can help drive positive change within your organization. What is a customer journey map? Let’s firstly define what a customer journey [https://www.magnificent.com/magnificent-stuff/should-your-business-be-focusing-on-omnichannel-marketing] is. It’s literally every experience
5 best open-ended questions for your customer survey - and what not to ask Paid Members Public
Looking to improve your customer relationship survey? If you’re about to send your annual customer relationship survey, maybe you’re looking for new questions to ask, or wondering what type of open ended questions you should include. Here, we share the 5 best practice questions that we have found
How to leverage your customer insights for growth in 2019 Paid Members Public
If you have a big growth goal to reach in 2019, you can leverage your customer insights from your Voice of Customer (VOC) data to achieve it. And on the flip side, if you have already invested in a VOC initiative, there are multiple ways you can use this data
Vodafone: transforming customer experience with Thematic insights Paid Members Public
Vodafone New Zealand has measured Touchpoint Net Promoter Score (TNPS) for many years. Three years ago, Vodafone Group migrated to an established Voice-of-the-Customer platform and Vodafone New Zealand was a key pilot market. In 2018 the company set an ambitious goal to significantly increase Touchpoint NPS across all customer-facing teams.
Customer feedback analysis 101: What’s the best way to analyze vast amounts of feedback? Paid Members Public
Do you have a lot of customer feedback collected but don’t know exactly what to do with it? Maybe you’re debating whether to hire a data scientist in-house to analyze it all manually, or go the agency route? Perhaps you’ve heard about text analytics and wonder what