Visualizing customer feedback: 3 alternatives to word clouds Paid Members Public
I've previously written about why word clouds suck. Is there a better way of visualizing customer feedback? Yes, there is, and the best thing about it is, you can even use Excel to create these visualizations – if you represent the data correctly. In this post, you will learn three simple
The ultimate guide to NPS: how the Net Promoter Score helps you [+case studies] Paid Members Public
NPS - or Net Promoter Score - measures how likely a customer is to recommend your products to others. Here’s what you need to know about this key to company growth.
8 steps to perform an effective Net Promoter Score analysis Paid Members Public
Is your Net Promoter Score Analysis effective? U.S. companies lose about $41 million every year due to bad customer service. In 2003, Fred Reichheld developed a new metric that would help measure and assess customer satisfaction – the Net Promoter Score (NPS). Net Promoter Score – Assessing Your Customers' Brand Loyalty
What is customer sentiment analysis and why should your business care? Paid Members Public
Have you wondered what customer sentiment analysis really is? Let’s get to the bottom of it. But first, let’s set some context. Customers are looking for positive experiences. Brands do too! “People will forget what you said, people will forget what you did, but people will never forget
Sarcasm in customer feedback – how common is it? Paid Members Public
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
Emotional analysis of customer feedback – the missing link Paid Members Public
According to Bruce Temkin’s 2016 study, after a positive emotional experience, customers are 15 times more likely to recommend a company. 15 times more likely! That’s a huge difference. Not surprisingly, emotion analysis is receiving a lot of buzz. But do the current solutions deliver on the key
The 5 major faults of word clouds Paid Members Public
“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. I still remember
Why word clouds harm insights Paid Members Public
The picture above depicts Paul McCartney wearing a mullet [https://upload.wikimedia.org/wikipedia/commons/3/32/Paul_and_Linda_McCartney.jpg] . This article criticizes word clouds,the mullets of the Internet [http://brittbrouse.com/2011/10/14/do-you-agree-that-word-clouds-are-the-mullets-of-the-internet/] . :-) > “Every time I see a word cloud presented as insight,
