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 to meet
Customer journey mapping is a great way to truly visualize your customer experience so that you can help drive positive change within your organization.
Looking to improve your customer relationship survey? If you’re about to send your annual customer relationship survey, maybe you’re looking for new questions to ask, or wondering what type of open ended questions you should include.
A B2B software client was facing declining quarter-over-quarter sales. Their answer was to hire two additional sales reps. Unfortunately, the new reps were expensive and did not get the revenue back on track.
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 to the
Collected all of your survey data? Great. Confused about what to do next? Don’t be.
If you’ve ever stared at an Excel sheet filled with thousands of rows of survey data and not known what to do, you’re not alone. Use this post as a guide to lead the way to
If you have a big growth goal to reach in 2019, you can leverage your customer insights from your Voice of Customer (VOC) data to achieve it. And on the flip side, if you have already invested in a VOC initiative, there are multiple ways you can use this data
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.
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.
What is sentiment analysis? Let’s define sentiment analysis as a start. 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.