To be right in the heart of the SaaS (software as a service) action, and learn from the best in the industry, we hopped over to San Francisco, USA, to attended SaaStr 2018 — the biggest SaaS conference in the world. It’s literally where the crème de la crème of
Artificial intelligence (AI) tools make it possible to easier anticipate customer needs in multiple ways. For example, marketers can analyze vast volumes of customer data, identifying the characteristics of high-value past customers which allows businesses to create highly personalized campaigns. Sales teams can quickly identify customer purchasing patterns and customer
Customer experience expert, Annette Franz, shares her “7 Deadly Sins of Customer Experience” and her best tips for a successful customer experience transformation journey.
We are excited to announce that Thematic is taking part in the Summer 2017 batch at YCombinator, a Platinum Plus tier U.S. startup accelerator according to Forbes, which has produced deca-unicorns like Airbnb, Dropbox, and Stripe.
Thematic + YCombinator: How it all happened
In March 2017, we applied for YCombinator’s online course Startup
Open-ended survey questions often provide the most useful insights, but if you are dealing with hundreds or thousands of answers, summarising them will give you the biggest headache. The answer lies in coding open-ended questions. This means assigning one or more categories (also called codes) to each response. But how
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
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.
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.
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.
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).