Shep Hyken knows a thing or two about customer experience. He needs no introduction in industry-wide circles, but in case you’re not familiar with his name: Shep is an award-winning customer service and customer experience speaker, a New York Times and Wall Street Journal best-selling author, A.K.A the Chief Amazement
What makes a cartoon caption funny? As one algorithm found: a simple readable sentence, a negation, and a pronoun—but not “he” or “she.”
The algorithm went on to pick the funniest captions for thousands of the New Yorker’s cartoons, and in most cases, it matched the intuition of its editors.
How to achieve a high customer retention rate? It’s pretty much common knowledge: To achieve the most impact, work on the 20% that matters, that which will make the biggest difference. You can apply the same principle to customer retention. The least effort, meaning once you’ve set the following foundation
Last week, ThePointsGuy published the 2018 “The Best And Worst Airlines In America”. According to Forbes’ interview with Brian Kelly, the author of the report, 9 airlines were reviewed using 10 objective criteria. Here, we extend this report by adding the element of customer perception according to online reviews.
Often, AI is portrayed in the media as this ever-growing frenzy that will ultimately lead to robots stealing our jobs. And, how we should fear computers that are more intelligent than we are. Really?
But as 2018 comes to a close, it’s clear some businesses aren’t paying attention to Hollywood’s ominous
Following on from a previous blog post, a great example of prescriptive analytics, shared by Bain, is the one of DiDi. DiDi is a major Chinese ride-sharing company providing transportation services for more than 450 million users across over 400 cities in China (i.e. many times bigger than Uber, whose
Are you getting the most out of your customer feedback? How can you ensure your feedback will transfer to solid actionable insights that make a difference to your business?
Why focus on the customer experience as a business priority? The most successful companies understand that achieving high customer lifetime value is the result of consistently delivering excellent customer service and customer experience (CX).
To investigate the public perception of fashion brands, we’ve analyzed over 8,000 customer reviews of four brands and applied Thematic to find insights in this data. We chose three brands that directly compete in the US fast-fashion world, H&M, Forever21, Charlotte Russe, and one brand that targets the same audience
With the help of artificial intelligence (AI) technologies, businesses today can easily predict what customers want and respond accordingly. A huge benefit of using AI is just this ability for more accurate prediction of customer needs.