The untold love story between churn and customer feedback loops Paid Members Public
Customer churn can be a nightmare, but controlling it is key to the long-term survival of your business. Why? Because repeat customers lead to higher profits for your business as they are associated with higher sales.
Commercializing AI research: Lessons learned and Thematic's journey Paid Members Public
– “Hey, aren’t you the creator of Maui?”– A few months ago, someone I didn’t know approached me at O’Reilly’s AI conference. – “Yes, I am”, I said, excited that someone still remembered my project, and a little sad too… It’s been almost 10 years since I’
What Chief Customer Officers can learn from YCombinator’s approach to disruption Paid Members Public
What do Chief Customer Officers have in common with YCombinator? They are both driven by creating products and services that people want. Last week, I attended the Chief Customer Officers & Influencers conference in Atlanta. I got a chance to give a keynote on how companies can disrupt themselves through customer
Customer Experience Champions: Best Practices from the CX Veterans Paid Members Public
I’ve just returned for Corinium’s Chief Customer Officers and Influencers conference in Atlanta. As someone who just joined the customer experience and insights industry four weeks ago, this felt like a capstone project where I was forced to “talk the talk” and “walk the walk.” It was humbling
How to Improve Customer Service with Unstructured Data Paid Members Public
Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. Contact centers often miss out on many opportunities on how to improve their team’s performance and deliver critical insights
How to get meaningful, actionable insights from customer feedback Paid Members Public
Many companies collect vast amounts of raw customer data, but don’t know how best to use it! Here's how to turn your feedback into actionable insights.
3 ways to close the customer feedback loop to prevent churn and increase revenue Paid Members Public
What is the customer feedback loop? The customer feedback loop is the practice of responding to customers when they leave feedback. How to do this follow up meaningfully? For example, let's say a customer complains about being overcharged. To close the loop with this customer the company may respond with
5 Text Analytics Approaches: A Comprehensive Review Paid Members Public
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. Here is my summary to
