Last year was a hard one for me! To reset and recharge, I booked a 2-week retreat in a remote part of Peru. To get there, I had to take a flight to San Salvador, stay there overnight, board onto another flight, take a boat trip, and then walk for 3 hours into the jungle. As usual, I am most productive on the road, and this was a long one! So here I am, getting…
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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 — then do nothing with it. At Thematic, we interview dozens of companies each month who collect feedback from their customers — both those who succeed and those…
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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 hours sorting through walls of text, creating spreadsheets of themes and sentiments, and manually coding each open-ended question. But this takes precious headcount and a ton…
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