How many hours have you spent sitting in front of Excel spreadsheets trying to find new insights from customer feedback?
You know that asking open-ended survey questions gives you more actionable insights than asking your customers for just a numerical Net Promoter Score (NPS). But when you ask open-ended, free-text questions,
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
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
Facebook reminded me that it’s been exactly 1 year since we (Nathan and I) moved from New Zealand to San Francisco! It’s the third time that we are coming to California to live for an extended period of time, but the first time for more than 3 months at a
Earlier this month I attended the CXPA conference in Salt Lake City.
CXPA or the Customer Experience Professionals Association is an organization dedicated to cultivating the CX profession.
Check them out.
The conference brings together CX experts from a variety of industries to talk about pressing issues affecting teams and practitioners.
Thematic participated in the OnRamp Insurance Conference in snowy Minneapolis last month. The event brought together some of nations premier insurers, investors and startups to discuss innovation occurring in fin-tech and insure-tech. Many of the insurance providers have even established corporate venture capital arms to invest in the technology and
“We recently launched a new way of delivering our product and customer churn is a major pain!” -- a concerned friend.
Since I co-founded customer feedback company Thematic, friends who work on software products often ask me how to effectively use feedback to identify, fix and prevent customer churn. I can
Interview with Arianna McClain, Director of UX at Cruise
Alyona: Arianna, you’ve had an amazing career in such a short time. You worked for IDEO and led user experience and customer insights at DoorDash and Cruise, two of the most successful YC companies. How did you get into this exciting field?
Customer churn can be a nightmare for your business, 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.
As a matter of fact, according to the Harvard Business Report,
Maybe it is an occupational hazard, but every time I receive service, I make two snap decisions:
Does this company know how to care for my presenting need?
Does this company care about me?