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Recent posts

The Kano Model - guest post by Michael D. Lieberman

The Kano Model - guest post by Michael D. Lieberman

I was attending a conference at a resort hotel in Orlando, Florida, standing in the lobby trying in vain to connect to a client who needed to discuss the results of a range of multivariate output. To my chagrin, my cell would not pick up a signal. Imagine my surprise

Agi Marx
Agi Marx
Customer Experience
Customer experience insights with Jeremy Watkin, Customer Service Leader at FCR

Customer experience insights with Jeremy Watkin, Customer Service Leader at FCR

We interview Jeremy Watkin, the Customer Experience Leader at FCR and co-founder and regular contributor on Customer Service Life. He shares his keys to building a great customer experience program and how lack of employee engagement can affect the customer experience. Can you briefly explain your background and current role

Agi Marx
Agi Marx
Customer Experience
Visualizing customer feedback: 3 alternatives to word clouds

Visualizing customer feedback: 3 alternatives to word clouds

Earlier this year, I have 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

Alyona Medelyan PhD
Alyona Medelyan PhD
Customer Metrics
Net Promoter Score: an executive's guide [+case studies]

Net Promoter Score: an executive's guide [+case studies]

The best way to acquire new customers is through recommendations. The Net Promoter Score or Net Promoter System measures these recommendations. In many industries, you can use this metric to compare your customers’ brand loyalty against those of your competitors’ customers.  NPS is not just a simple metric. It

Alyona Medelyan PhD
Alyona Medelyan PhD
AI & NLP
8 steps to perform an effective Net Promoter Score analysis

8 steps to perform an effective Net Promoter Score analysis

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

Alyona Medelyan PhD
Alyona Medelyan PhD
AI & NLP
Guest interview: Sean Hawkins, Customer Service Leader & Speaker

Guest interview: Sean Hawkins, Customer Service Leader & Speaker

Thank you to Sean Hawkins, Customer Service Leader & Speaker, for making the time to do an interview with us on the subjects of customer experience and customer retention. In terms of achieving organizational success, can you define the importance of the relationship between employees and customers? If you don’

Agi Marx
Agi Marx
Customer Experience
Why you should never tell the customer “no”, says Richard Shapiro

Why you should never tell the customer “no”, says Richard Shapiro

We pick Richard Shapiro’s brain on best practices for customer satisfaction and customer experience. As the founder and president of The Center For Client Retention (TCFCR), he is a great candidate for our guest interview. Name at least 3 key factors that you believe affect customer satisfaction, whether

Agi Marx
Agi Marx
Customer Experience
Why you need to mine positive scores for negative themes

Why you need to mine positive scores for negative themes

Your survey results look awesome. The scores are high and customers seem generally happy. Most survey responses have top-box ratings, which means the customer selected one of the two highest rating options. Nothing to worry about, right? Not so fast. There might be a hidden danger lurking in those positive

Agi Marx
Agi Marx
Customer Experience
What is customer sentiment analysis and why should your business care?

What is customer sentiment analysis and why should your business care?

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

Alyona Medelyan PhD
Alyona Medelyan PhD
Feedback Analysis
Sarcasm in customer feedback – how common is it?

Sarcasm in customer feedback – how common is it?

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

Alyona Medelyan PhD
Alyona Medelyan PhD
Feedback Analysis
Emotional analysis of customer feedback – the missing link

Emotional analysis of customer feedback – the missing link

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

Alyona Medelyan PhD
Alyona Medelyan PhD
Customer Experience
The 5 major faults of word clouds

The 5 major faults of word clouds

“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

Alyona Medelyan PhD
Alyona Medelyan PhD
Customer Experience