Confirmit Genius employs state-of-the-art statistical analysis techniques for analyzing items of text (such as survey verbatims, social media posts, etc.) MORE
In the world of customer experience, we often hear people discussing the various uses and advantages of customer data analytics. The term generally refers to the process of using data and information surrounding customer behavior to make business decisions and it usually involves techniques that include predictive modeling, data visualization, and information management MORE
That’s where customer segmentation analysis comes into play. How customer segmentation analysis puts the focus on each customer. Rather than market as if all customers are created equal, with customer segmentation analysis businesses can sharpen messages for each segment, thereby relating to the members of each group in the way that is most likely to connect with them. Selecting the right variables for your segmentation analysis. MORE
Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation. MORE
Not surprisingly, emotion analysis is receiving a lot of buzz. What is the missing link of emotional analysis? The missing link of emotional analysis are the actions that trigger certain feelings in customers. Emotion analysis for actionable insights. MORE
Customer Engagement Strategy Experience Design analysis Customer Experience Design james patterson mike wittenstein opinion reader experience social media strategy thrillJames Patterson has written lots of books. He’s known for thrilling readers with his engaging style. But he’s never thrilled them like this before. MORE
Using analysis techniques for CX programs allows data to be transformed into information and knowledge. Although there are many broad areas for analysis, this chapter will touch on five instrumental techniques. MORE
Root cause analysis means looking at all your data to find out what is really causing the problems that your customers are experiencing. Because of this root cause analysis, the engineering team redesigned the headrest fastening system. Customer Experience big data root cause analysis MORE
Customer analysis is no doubt an important topic in CX. We talked a lot about creating a customer room — they call it a CPX studio — which can be a really valuable tool for customer analysis. Customer analysis: The power of regularly engaging leaders in the customer room. MORE
“ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires. MORE
While there are many advanced statistical packages out there you don’t need them to perform a detailed and comprehensive analysis of your survey data. The post Webinar: Practical Survey Analysis in Excel appeared first on Genroe. Excel is a very functional tool and it has the advantage of being on everyone’s desk. In this one hour webinar we will share, using Excel: How to design your survey […]. Best Practices Customer Feedback MORE
Analysis Blog Churn Featured analytics NPS root cause analysis text analysisSo…you’ve surveyed your customer base and now you have a ton of feedback. How do you extract value from these comments? Or process all this data in a reasonable time frame? MORE
Root cause analysis means looking at all your data to find out what is really causing the problems that your customers are experiencing. Because of this root cause analysis, the engineering team redesigned the headrest fastening system. Customer Experience big data root cause analysis MORE
impact analysis lean management process improvement root causeImage courtesy of (F.Q) How do you identify and prioritize improvements within your organization? MORE
Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. This 2015 analysis of the UK shows we are moving rapidly into the second great age of branding: the era of experience branding. MORE
Blogs Customer Analysis Most of us think that people make decisions, especially big, consequential decisions, based on a rational assessment of the consequences of that decision. The stock market is a great example. MORE
Digging into this deeper — and to be clear on our analysis — we were looking for an option on the page to translate only. Design standards are not top of mind for you as a customer support professional but they are critical to your customers’ experiences. MORE
Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience management Customer Experience Program customer experiences Customer Loyalty customer satisfaction Emotional Signature Market Research Moment Mapping Naive to Natural Net Promoter Score Retail Customer Experience Thought Leadership MORE
A key tool that cutting-edge CX practitioners use to measure their social media (SM) reputation is sentiment analysis. It’s no secret that customers are flocking to social media in droves to express their delight and disdain with the brands they buy. MORE
Commentary Service Analysis Tips for Better Customer ServiceMany companies I consult with are in search of that magical, all caps, bold WOW they can create for their customers that will result in insane customer loyalty. And I’m all for the big WOWs. MORE
Blog Customer Experience Customer Journey Mapping Featured customer journey mapping customer service linkedin management process qualitative analysisA client was really excited to share something: “We have finally done all our process maps!” ” She was the newly appointed customer service director, and she had heard mapping was important. MORE
Not surprisingly, emotion analysis is receiving a lot of buzz. What is the missing link of emotional analysis? The missing link of emotional analysis are the actions that trigger certain feelings in customers. Emotion analysis for actionable insights. MORE
Nanorep lead the way in customer data analysis with VOC, or Voice of the Customer analytics. Build Context with Customer Behavior Analysis. This kind of customer behavior analysis hinges on more than what your customers can tell you themselves, it’s about analysing the way they access your site and what they do once they arrive. It might even be worth investing in an app if your analysis show this to be the area to improve on for success. MORE
For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. MORE
Root cause analysis means looking at all your data to find out what is really causing the problems that your customers are experiencing. Because of this root cause analysis, the engineering team redesigned the headrest fastening system. Customer Experience big data root cause analysis MORE
Certainly, executives know that they could read comments or apply software-based text analytics—but what’s really needed to unpack meaning is intelligent text analysis. Unfortunately, most research agencies have not been good at educating the marketplace on the advantages of this kind of analysis. Is text analysis similar to just reading customer comments? Adding new codes for emergent themes (good text analysis must be performed in an iterative, non-linear way). MORE
Combining different types of data (Linkage analysis). For a skilled data analysis junkie, not a data scientist, there is a great deal of useful information to be gained by looking at all your data together and drawing the appropriate conclusions to improve your customer’s experiences, financial results, and employee satisfaction (a side benefit of making your customers happier). We all collect lots of data. MORE
Customer Insight, Root-Cause Analysis Mean No More Playing Games with CX MORE
Commentary Service Analysis Tips for Better Customer Service being present customer service dennis snow In the Moment Lessons From the MouseThe only way that we can consistently delight our customers is if we are truly present for them – truly “in the moment.” ” If we’re not in the moment, we miss the visual, verbal, or even written clues customers are constantly giving us, and we end up processing customers through our systems. And no […]. MORE
Whether by default or by design, every company provides a customer experience. s unavoidable because, as sensory beings, we experience our interactions and the interactions we have with businesses are no different. The quality of those experiences when interacting with businesses is determined by a number of factors. Of the more important factors, how and where we interact with businesses greatly influences the type of customer experiences we have MORE
With the rise of the connected device, the data you need to drive deep, insightful behavioral analysis is now at your fingertips, transforming the level of personalized customer experiences that you can deliver. By David Marko , Managing Director, Acumen Solutions. MORE
With the launch of Private Vegas, Patterson isn’t just creating a reading experience for consumers, he’s creating real-world, … Continue reading → Blog Customer Engagement Strategy Experience Design analysis Customer Experience Design james patterson mike wittenstein opinion reader experience social media strategy thrill James Patterson has written lots of books. He’s known for thrilling readers with his engaging style. MORE
Today, … Continue reading State Of CX 2015 – Nunwood’s UK Analysis: What Are the Key ‘Findings’ (Part 1). It’s the time of the year where I share my take on the latest CX research published by Nunwood. Worth pointing out that Nunwood has been acquired by KPMG so is now KPMG-Nunwood. Back to the research titled: A New Era of Experience Branding. You can download this by going to the KPMG-Nunwood website. MORE
Blog analyzing customer journey customer journey analysis customer journey mappingby CallidusCloud CX Guest Blogger, Daniel Newman. ~~~. The digital transformation has allowed us to market more strategically to our customers. MORE
You have more customer data than ever before, and customer satisfaction analysis is one of the most important things that you can do with it. But what exactly is customer satisfaction analysis? The post The Key to Customer Satisfaction Analysis appeared first on Clarabridge. MORE
Blogs Digital Experience CEM CEO consumer behaviour Customer Analysis Customer Behaviour customer experience management digital experience Emotional Experience Market Research The end of 2014 was really busy. MORE
Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally. I worked with clients in more countries than ever before last year, including China, India, and Saudi Arabia to name a few. MORE
Blog customer feedback feedback Survey survey analysisby CallidusCloud CX Guest Blogger, Annette Franz, CCXP. ~~~. Not seeing the results or improvements you expected to see from your customer listening efforts? Why is that? What’s going on? MORE
Cause can be a hidden factor only discovered upon deeper analysis. Blogs Customer Analysis Customer Experience MORE
Home Depot is the latest big brand to suffer a large-scale data breach, affecting over 56 million payment cards. MORE
If you are like other CX pros, at some point in your CX career you'll encounter the "money question." Your CEO will ask you: "What's an improvement in our customers' experience worth in dollars and cents?" And it's likely that you won't have a (good enough) answer. I say that because I know that 50% of CX pros we surveyed have not modeled how CX quality influences customer behavior. We know great CX drives revenue. But to make the case, you need a more nuanced and sophisticated understanding. MORE
JetBlue has used conjoint analysis and maxdiff to understand how their customers are feeling and has used that information to build a world-class customer experience program. About Conjoint Analysis. You’ll learn: How to conduct a professional conjoint analysis. MORE
Big Data; Advanced analytics; business intelligence (BI); analytics; Hadoop; data mining; predictive analytics; sentiment analysis; behavioral analytics. big data Big Data; Advanced analytics; analytics; Internet of Everything; video analytics; data virtualization; digital intelligence Big Data; Advanced analytics; business intelligence (BI); analytics; Hadoop; data mining; predictive analytics; sentiment analysis; behavioral analytics Customer Insights MORE
Analysis Related Topics Customer Bliss
NOVEMBER 3, 2016
Customer analysis is no doubt an important topic in CX. We talked a lot about creating a customer room — they call it a CPX studio — which can be a really valuable tool for customer analysis. Customer analysis: The power of regularly engaging leaders in the customer room.
Clarabridge
NOVEMBER 17, 2015
You have more customer data than ever before, and customer satisfaction analysis is one of the most important things that you can do with it. But what exactly is customer satisfaction analysis? The post The Key to Customer Satisfaction Analysis appeared first on Clarabridge.
Clarabridge
FEBRUARY 14, 2017
Root cause analysis means looking at all your data to find out what is really causing the problems that your customers are experiencing. Because of this root cause analysis, the engineering team redesigned the headrest fastening system. Customer Experience big data root cause analysis
Kayako
FEBRUARY 16, 2017
Digging into this deeper — and to be clear on our analysis — we were looking for an option on the page to translate only. Design standards are not top of mind for you as a customer support professional but they are critical to your customers’ experiences.
nanorep
MAY 25, 2016
In the world of customer experience, we often hear people discussing the various uses and advantages of customer data analytics. The term generally refers to the process of using data and information surrounding customer behavior to make business decisions and it usually involves techniques that include predictive modeling, data visualization, and information management
Forrester
JANUARY 18, 2017
If you are like other CX pros, at some point in your CX career you'll encounter the "money question." Your CEO will ask you: "What's an improvement in our customers' experience worth in dollars and cents?" And it's likely that you won't have a (good enough) answer. I say that because I know that 50% of CX pros we surveyed have not modeled how CX quality influences customer behavior. We know great CX drives revenue. But to make the case, you need a more nuanced and sophisticated understanding.
ijgolding
SEPTEMBER 24, 2015
Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. This 2015 analysis of the UK shows we are moving rapidly into the second great age of branding: the era of experience branding.
nanorep
JUNE 6, 2016
Whether by default or by design, every company provides a customer experience. s unavoidable because, as sensory beings, we experience our interactions and the interactions we have with businesses are no different. The quality of those experiences when interacting with businesses is determined by a number of factors. Of the more important factors, how and where we interact with businesses greatly influences the type of customer experiences we have
nanorep
FEBRUARY 9, 2017
Nanorep lead the way in customer data analysis with VOC, or Voice of the Customer analytics. Build Context with Customer Behavior Analysis. This kind of customer behavior analysis hinges on more than what your customers can tell you themselves, it’s about analysing the way they access your site and what they do once they arrive. It might even be worth investing in an app if your analysis show this to be the area to improve on for success.
Genroe
FEBRUARY 6, 2017
While there are many advanced statistical packages out there you don’t need them to perform a detailed and comprehensive analysis of your survey data. The post Webinar: Practical Survey Analysis in Excel appeared first on Genroe. Excel is a very functional tool and it has the advantage of being on everyone’s desk. In this one hour webinar we will share, using Excel: How to design your survey […]. Best Practices Customer Feedback
CustomerGauge
NOVEMBER 18, 2016
Analysis Blog Churn Featured analytics NPS root cause analysis text analysisSo…you’ve surveyed your customer base and now you have a ton of feedback. How do you extract value from these comments? Or process all this data in a reasonable time frame?
nanorep
DECEMBER 29, 2016
That’s where customer segmentation analysis comes into play. How customer segmentation analysis puts the focus on each customer. Rather than market as if all customers are created equal, with customer segmentation analysis businesses can sharpen messages for each segment, thereby relating to the members of each group in the way that is most likely to connect with them. Selecting the right variables for your segmentation analysis.
Storyminers
JANUARY 21, 2015
With the launch of Private Vegas, Patterson isn’t just creating a reading experience for consumers, he’s creating real-world, … Continue reading → Blog Customer Engagement Strategy Experience Design analysis Customer Experience Design james patterson mike wittenstein opinion reader experience social media strategy thrill James Patterson has written lots of books. He’s known for thrilling readers with his engaging style.
CX Journey
SEPTEMBER 15, 2016
impact analysis lean management process improvement root causeImage courtesy of (F.Q) How do you identify and prioritize improvements within your organization?
MaritzCX
MAY 25, 2017
Using analysis techniques for CX programs allows data to be transformed into information and knowledge. Although there are many broad areas for analysis, this chapter will touch on five instrumental techniques.
Michelli Experience
APRIL 14, 2017
Not surprisingly, emotion analysis is receiving a lot of buzz. What is the missing link of emotional analysis? The missing link of emotional analysis are the actions that trigger certain feelings in customers. Emotion analysis for actionable insights.
Michelli Experience
APRIL 14, 2017
Not surprisingly, emotion analysis is receiving a lot of buzz. What is the missing link of emotional analysis? The missing link of emotional analysis are the actions that trigger certain feelings in customers. Emotion analysis for actionable insights.
360Connext
AUGUST 9, 2016
Blog Customer Experience Customer Journey Mapping Featured customer journey mapping customer service linkedin management process qualitative analysisA client was really excited to share something: “We have finally done all our process maps!” ” She was the newly appointed customer service director, and she had heard mapping was important.
CallidusCloud CX
JUNE 21, 2017
Blog customer feedback feedback Survey survey analysisby CallidusCloud CX Guest Blogger, Annette Franz, CCXP. ~~~. Not seeing the results or improvements you expected to see from your customer listening efforts? Why is that? What’s going on?
Dennis Snow
APRIL 8, 2015
Commentary Service Analysis Tips for Better Customer Service being present customer service dennis snow In the Moment Lessons From the MouseThe only way that we can consistently delight our customers is if we are truly present for them – truly “in the moment.” ” If we’re not in the moment, we miss the visual, verbal, or even written clues customers are constantly giving us, and we end up processing customers through our systems. And no […].
Dennis Snow
JULY 22, 2014
Commentary Service Analysis Tips for Better Customer ServiceMany companies I consult with are in search of that magical, all caps, bold WOW they can create for their customers that will result in insane customer loyalty. And I’m all for the big WOWs.
Beyond Philosophy
SEPTEMBER 26, 2014
Blogs Customer Analysis Most of us think that people make decisions, especially big, consequential decisions, based on a rational assessment of the consequences of that decision. The stock market is a great example.
Confirmit
MARCH 5, 2017
Confirmit Genius employs state-of-the-art statistical analysis techniques for analyzing items of text (such as survey verbatims, social media posts, etc.)
Beyond Philosophy
JANUARY 16, 2015
Blogs Digital Experience CEM CEO consumer behaviour Customer Analysis Customer Behaviour customer experience management digital experience Emotional Experience Market Research The end of 2014 was really busy.
Beyond Philosophy
NOVEMBER 11, 2014
“ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires.
MaritzCX
MAY 30, 2017
A key tool that cutting-edge CX practitioners use to measure their social media (SM) reputation is sentiment analysis. It’s no secret that customers are flocking to social media in droves to express their delight and disdain with the brands they buy.
Beyond Philosophy
NOVEMBER 24, 2014
Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience management Customer Experience Program customer experiences Customer Loyalty customer satisfaction Emotional Signature Market Research Moment Mapping Naive to Natural Net Promoter Score Retail Customer Experience Thought Leadership
Middlesex Consulting
DECEMBER 14, 2015
Combining different types of data (Linkage analysis). For a skilled data analysis junkie, not a data scientist, there is a great deal of useful information to be gained by looking at all your data together and drawing the appropriate conclusions to improve your customer’s experiences, financial results, and employee satisfaction (a side benefit of making your customers happier). We all collect lots of data.
Forrester's Customer Insights
NOVEMBER 9, 2015
Big Data; Advanced analytics; business intelligence (BI); analytics; Hadoop; data mining; predictive analytics; sentiment analysis; behavioral analytics. big data Big Data; Advanced analytics; analytics; Internet of Everything; video analytics; data virtualization; digital intelligence Big Data; Advanced analytics; business intelligence (BI); analytics; Hadoop; data mining; predictive analytics; sentiment analysis; behavioral analytics Customer Insights
Customer Interactions
JULY 25, 2016
Customer Insight, Root-Cause Analysis Mean No More Playing Games with CX
Clarabridge
FEBRUARY 14, 2017
Root cause analysis means looking at all your data to find out what is really causing the problems that your customers are experiencing. Because of this root cause analysis, the engineering team redesigned the headrest fastening system. Customer Experience big data root cause analysis
Clarabridge
FEBRUARY 14, 2017
Root cause analysis means looking at all your data to find out what is really causing the problems that your customers are experiencing. Because of this root cause analysis, the engineering team redesigned the headrest fastening system. Customer Experience big data root cause analysis
Beyond Philosophy
MARCH 16, 2015
Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally. I worked with clients in more countries than ever before last year, including China, India, and Saudi Arabia to name a few.
Maz Iqbal
SEPTEMBER 24, 2015
Today, … Continue reading State Of CX 2015 – Nunwood’s UK Analysis: What Are the Key ‘Findings’ (Part 1). It’s the time of the year where I share my take on the latest CX research published by Nunwood. Worth pointing out that Nunwood has been acquired by KPMG so is now KPMG-Nunwood. Back to the research titled: A New Era of Experience Branding. You can download this by going to the KPMG-Nunwood website.
Beyond Philosophy
SEPTEMBER 9, 2014
Cause can be a hidden factor only discovered upon deeper analysis. Blogs Customer Analysis Customer Experience
Beyond Philosophy
OCTOBER 14, 2014
Home Depot is the latest big brand to suffer a large-scale data breach, affecting over 56 million payment cards.
Beyond Philosophy
NOVEMBER 10, 2014
For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements.
Storyminers
JANUARY 21, 2015
Customer Engagement Strategy Experience Design analysis Customer Experience Design james patterson mike wittenstein opinion reader experience social media strategy thrillJames Patterson has written lots of books. He’s known for thrilling readers with his engaging style. But he’s never thrilled them like this before.
Beyond Philosophy
FEBRUARY 5, 2015
Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation.
CallidusCloud CX
JULY 13, 2017
Blog analyzing customer journey customer journey analysis customer journey mappingby CallidusCloud CX Guest Blogger, Daniel Newman. ~~~. The digital transformation has allowed us to market more strategically to our customers.
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