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).
Thank you to Sean Hawkins, Customer Service Leader & Speaker, for making the time to do an interview with us on the subjects of customer experience and customer retention.
In terms of achieving organizational success, can you define the importance of the relationship between employees and customers?
If you don’t support the
We pick Richard Shapiro's brain on best practices for customer satisfaction and customer experience. As the founder and president of The Center For Client Retention (TCFCR), he is a great candidate for our guest interview.