{Guest Post} Emotional Analysis Of Customer Feedback: The Missing Link

Michelli Experience

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.

Analysis of the Top 100 eCommerce Help Centers

Kayako

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.

Customer Analysis: How about creating a customer room?

Customer Bliss

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.

Tips and Tools for Conducting Competitor Analysis on Facebook

ReviewTrackers

Conducting competitor analysis doesn’t have to be hard. Why Do Competitor Analysis on Facebook? What factors should you take into consideration when conducting competitor analysis on Facebook? Facebook Competitive Analysis Tools.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

dashboards that take the analysis burden off the. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.

Basic Linkage Analysis

Middlesex Consulting

Combining different types of data (Linkage analysis)

. We all collect lots of data. We all have financial and operational data and many of us also conduct satisfaction and loyalty surveys.

What’s The Number?: Analysis Of The Latest Statistics Of The BPO Industry

Magellan Solutions

Analysis Of The Latest Statistics Of The BPO Industry appeared first on Magellan Solutions. Business Process Outsourcing Call center industry Call Center Philippines Call Center Services bpo industry business process outsourcing call center data analysis call center industry

Basic Linkage Analysis

Middlesex Consulting

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.

Analyzing Customer Feedback Data: Manual Analysis vs NLP

Clarabridge

Challenges of customer feedback analysis: Analyzing all this data correctly is critical, because it reveals everything from buying trends to product flaws and provides a significant business advantage. Manual analysis: Many approaches to text analytics have been tried and found lacking.

The Key to Customer Satisfaction Analysis

Clarabridge

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.

How to Clone Your Best Customers with Attribute Analysis

Promoter.io

The post How to Clone Your Best Customers with Attribute Analysis appeared first on Promoter.io Imagine you have a Net Promoter Score of 75. That’s pretty amazing, right? According to scoring guidelines, it’s world class!

Customer Journey Touchpoint Analysis

Bold360

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

Webinar: Practical Survey Analysis in Excel

Genroe

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

A new era of experience branding: The KPMG Nunwood Customer Experience Excellence Centre 2015 UK Analysis

ijgolding

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.

Root Cause Analysis: Getting to the Heart of your CX Problems

Clarabridge

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

Genius Sentiment Analysis Fact Sheet

Confirmit

Confirmit Genius employs state-of-the-art statistical analysis techniques for analyzing items of text (such as survey verbatims, social media posts, etc.)

Customer Comments + Intelligent Analysis = Gold

Interaction Metrics

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).

Verint Speakers: Customer Service First and Moving Analysis to Action

Verint

CRMXchange Roundtable Webinar. October 12; Webinar. Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m.

Root Cause Analysis: Getting to the Heart of your CX Problems

Clarabridge

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

Root Cause Analysis: Getting to the Heart of your CX Problems

Clarabridge

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

Improving CSAT with Predictive Customer Service: Data Analysis

Talkdesk

The post Improving CSAT with Predictive Customer Service: Data Analysis appeared first on Talkdesk.

Understanding Customer Data Analytics and Analysis

Bold360

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

Advanced Analysis of Nissan’s Customer Acquisition and Retention Program Shows Increase in Sales and Service Scores

MaritzCX

As an organization, Nissan has pride in their brand and in being innovative when it comes to focusing on and driving their customers’ experience. They strive to deliver a superior experience tailored to customer demographics.

The truth about using Root Cause Analysis with Voice of Customer data

ForeSee

As many professionals charged with managing the customer experience at their organization will tell you, being able to effectively leverage Root Cause Analysis (RCA) can be crucial for identifying and addressing customer issues. The post The truth about using Root Cause Analysis with Voice of Customer data appeared first on ForeSee. Insights Measurement & Analytics Retail Uncategorized customer data RCA Root Cause Analysis Voice of Customer data

You’ve Got Data? Well Don’t Start There!

C3Centricity

Making Data Analysis the Beginning and Not the End. Technology enables improved analysis perhaps, but as previously mentioned, data is only as good as the questions you ask of it. BigData #Analysis #Information #CEX Click To Tweet. Did the title about data make you curious?

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3 Steps to Feedback Analysis That Drives Action in B2B

Waypoint Group

Yet this sort of feedback analysis happens all the time. Armed with effective analysis and a powerful financial story, you can use voice of customer insight to truly accelerate growth for the company. Does your analysis combine apples + oranges to create these fictitious Orples?

How JetBlue Uses Conjoint Analysis to Understand Customer Preferences [Webinar]

Qualtrics

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.

Customer Behavior Analytics & Analysis Can Improve Your eCommerce Business KPI’s

Bold360

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.

Drive revenue with great customer experience – Our 2017 analysis will help you make the case for CX investments

Forrester

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.

Customer segmentation analysis: why it matters and how to make it count

Bold360

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.

NPS and Text Analytics—Customer Feedback Decoded

CustomerGauge

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?

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The Rise of Connected Devices and Behavioral Analysis: What it Means for Businesses Today

Clarabridge

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.

State Of CX 2015 – Nunwood’s UK Analysis: What Are the Key ‘Findings’ (Part 1)

Maz Iqbal

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.

A World Series Analogy Using Voice of Customer (VoC) Analysis (Part 2 of 2)

MaritzCX

In Part 1 we concluded by discussing the value of discovering patterns and improving the odds of getting a hit in baseball. Now imagine your most recent customer survey respondents. Your key metric is NPS, and perhaps the recent surveys follow a pattern as shown, and similarly for all in the current wave: Promoter, Passive, View Article

A World Series Analogy Using Voice of Customer (VoC) Analysis (Part 2 of 2)

MaritzCX

In Part 1 we concluded by discussing the value of discovering patterns and improving the odds of getting a hit in baseball. Now imagine your most recent customer survey respondents. Your key metric is NPS, and perhaps the recent surveys follow a pattern as shown, and similarly for all in the current wave: Promoter, Passive, View Article

A World Series Analogy Using Voice of Customer (VoC) Analysis (Part 1 of 2)

MaritzCX

“Data driven predictions can succeed—and they can fail. It is when we deny our role in the process that the odds of failure rise. Before we demand more of our data, we need to demand more of ourselves.” ” —Nate Silver, author The Signal and the Noise More than ever, a great customer experience is expected—period. Modern. View Article

A World Series Analogy Using Voice of Customer (VoC) Analysis (Part 1 of 2)

MaritzCX

“Data driven predictions can succeed—and they can fail. It is when we deny our role in the process that the odds of failure rise. Before we demand more of our data, we need to demand more of ourselves.” ” —Nate Silver, author The Signal and the Noise More than ever, a great customer experience is expected—period. Modern. View Article

Shrinking the Marketing Gap Between Analysis to Action

Customer Interactions

The 2011 UNICA Annual Survey of Marketers revealed that 57% of respondents identified measurement, analysis and learning as the top marketing process bottlenecks. In many marketing organizations, there are lots of data collectors and analysts but little conversion into insightful action. Based on a follow-up question, 62% identified the gap in turning data into specific action as the top marketing issue. For respondents based in North America this percentage increases to 70

Shrinking the Marketing Gap Between Analysis and Action

Customer Interactions

The 2011 UNICA Annual Survey of Marketers revealed that 57% of respondents identified measurement, analysis and learning as the top marketing process bottlenecks. In many marketing organizations, there are lots of data collectors and analysts but little conversion into insightful action. Based on a follow-up question, 62% identified the gap in turning data into specific action as the top marketing issue. For respondents based in North America this percentage increases to 70

The Analytical Leader: Understanding Customer Experience Requires Thick Data

CX Advantage Walker

Analysis Customer Centric Customer Insight CX Customer Strategy CX Leader Listening to Customers Podcast Uncategorized big data customer feedback insights leadership thick dataOverview Thick Data provides insight into people’s emotions, motivations and ways of thinking.

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