Ecommerce Voice of Customer: A Comprehensive Guide Paid Members Public
The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. They’re buying less, then suddenly not buying at all. What’s happening? You’re not face-to-face with these customers, so you need a way
How Watercare drives customer excellence with VoC and Thematic Paid Members Public
When two major storms wreaked havoc on Auckland and Watercare’s infrastructure the utility went through a CX crisis. With a massive influx of calls to their support center, Thematic helped them get insights from this data to forge a new approach to restore services and satisfaction levels.
Reduce Customer Churn with the Voice of the Customer (VoC) Paid Members Public
A focus on customer acquisition often overshadows the vital task of retention. A shocking 66% of consumers end relationships with companies due to poor customer service. This highlights a disconnect: Customers crave positive experiences, yet businesses sometimes must listen proactively. The consequence? Churn – lost revenue, tarnished reputation, and wasted effort.
Product Update - Exporting data, Auditing Answers and More Paid Members Public
Our product team have been super busy shipping new features and updates! We’re on a mission to give you greater access to and control over your data, including exporting custom tables in a csv file, pre-cleaning data and auditing the use of Answers. Read on to get the details,
Lendingtree: transforming the loan market experience with Thematic insights Paid Members Public
Back in 1996, Doug Lebda struggled to manually compare mortgage offers while searching for a home in Pittsburg. It was a classic problem of battling to make a decision because it was difficult to access and compare information. He decided to create an online marketplace for loans to solve the
Reporting ROI of CX: Top 3 Challenges and How to Solve Them Paid Members Public
What steps can you take to measure the ROI of Customer Experience improvements? identifying the challenges to ROI reporting will make it easier to consistently report on the impact of CX projects. Whatever the context.
The Customer Experience Cost: How Bad Experiences Cost Your Business Big Money Paid Members Public
Friction in customer experience can lead to churn and lower transaction spend. Discover how to use Voice of the Customer data and technology to identify CX enhancements that drive sales growth, while reducing costs.
What it’s like to attend the Medallia Experience conference Paid Members Public
I finally got to attend a Medallia Experience conference, and just like with my write up of the Qualtrics X4 event last year, I’d like to share my experiences and learnings. First, it’s hard not to compare two events. Both companies compete head to head with each other
