The AI that most companies use today is basically a black box. When it comes to making business decisions, how well do we need to understand 'the decision maker behind the curtain?' We explore how to check if AI makes the right decisions to improve products, services and experiences.
Are you doing customer engagement right? Too many marketers assume that their strategies and offers are engaging their customers. This assumption is often wrong. Unless you are engaged in two-way dialogue and providing value-added communications, you have no idea what customers think about your business and your marketing tactics [https:
Providing amazing customer experience and customer service is not as hard as we make it seem. However, it takes commitment, diligence and lots of effort to do it well. In the simplest form, excellent service is the result of treating customers with courtesy and respect. Treat them like people first,
What is sentiment analysis? If we take your customer feedback as an example, sentiment analysis (a form of text analytics) measures the attitude of the customer towards the aspects of a service or product which they describe in text. This typically involves taking a piece of text, whether it’s
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.
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
Think customer loyalty programs are all about getting generic discounts, points and rewards? Think again. That was the old school way of doing things. Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. So, let’s look at ways to reduce
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.
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
Why do some companies succeed with their VOC program while others struggle? We now have more data on customers than ever before, but discerning your customers' “voice” from all the noise can be really difficult if you don't have a proper system in place. Organizations with a Voice of Customer
Are you doing “all the right things” but your customer experience (CX) is still not improving? There might be hidden forces preventing you from reaching your customer experience goals. Watch our webinar with CX expert Megan Burns, (keynote speaker, executive advisor and Former Vice President Principal Analyst, CX at Forrester.
Let’s face it, any business owner can benefit from conversations with customers. It’s the only way to find out what customers think. In this post, you will learn which questions will prompt customers to share their views in depth. What do your customers really want? According to a
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