Customer Experience Management starts with Effective Customer Data Analysis

iPerceptions

Successful Customer Experience Management (CEM) is data-led, and customer data analysis is its foundational activity. Customer Experience

How Customer Sentiment Analysis Can Boost Sales and Grow Your Business

CloudCherry

After browsing through your website, a customer initiates a chat with your support team. The agent answered their questions and clarified their concerns, so the customer should be happy and ready to buy. Hours later, you receive the customer’s feedback survey : a rating of 3 out of 5 stars, a recommendation of 4 out of 10, and a single line of feedback, “ The brand has what I need, but I’m dissatisfied with the check-out process. IMPROVE CUSTOMER EXPERIENCE NOW!

The Best Competitor Analysis Tools

Brandwatch CX

For brands, the growth of online activity has seen competitor analysis methods , metrics and tools blossom. There is now no shortage of competitor analysis tools on the market, and each can offer insights relevant to its own particular niche and contribute to competitive benchmarking.

Mastering Competitive Analysis Reporting

NetBase

Our Social Media Reporting Series continues with a look at how to use competitor analysis reporting to stay alive and thriving. What Can You Do with Competitive Analysis? What does competitive analysis reporting do for your brand? Through competitive analysis reporting.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. Intelligence in the Customer Engagement.

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

Michelli Experience

According to Bruce Temkin’s 2016 study , after a positive emotional experience, customers are 15 times more likely to recommend a company. Not surprisingly, emotion analysis is receiving a lot of buzz. Emotions that matter for Customer Experience.

Analysis of the Top 100 eCommerce Help Centers

Kayako

Design standards are not top of mind for you as a customer support professional but they are critical to your customers’ experiences. Your customer wants quick, easy answers to their simple questions. So how can we meet our customer’s self-service demands?

Linkage Analysis: Connecting the Voice of the Customer (VoC) to Positive Business Outcomes (ROI)

MaritzCX

In today’s industry, there’s a constant demand for corporations to deliver a positive ROI (Return of Investment) from their business initiatives.

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

ijgolding

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’.

The complete guide to sentiment analysis

Thematic

What is sentiment analysis? Let’s define sentiment analysis as a start. If we take your customer feedback as an example, sentiment analysis (a form of text analytics) measures the attitude of the customer towards the aspects of a service or product which they describe in text.

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

INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations. percent) and direct feedback from customers (39. the customer base.

Advanced AI Sentiment Analysis: Conversational Context

NetBase

When it comes to sentiment analysis , AI technology is a powerful advantage. What makes sentiment analysis so valuable is the way it contextualizes social conversations. The post Advanced AI Sentiment Analysis: Conversational Context appeared first on NetBase. Sentiment Analysi

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. The power of the customer room: Visual storytelling.

How Retently Automated Customer Feedback Analysis Using MonkeyLearn

Retently

At a first glance, relying on the input provided by the sales, marketing, and support teams might seem sufficient; however, we wanted to take the opportunity to use customer feedback to prioritize the product roadmap from a customer’s perspective as well.

National Donut Day Analysis: Sentiment is a Slam ‘Dunk’

NetBase

Social engagement doesn’t have to be – and shouldn’t be – limited to your own brand campaigns, or interactions initiated by customer service issues. The post National Donut Day Analysis: Sentiment is a Slam ‘Dunk’ appeared first on NetBase. Sentiment Analysis

Smart Home Market Analysis – Expectations vs. Reality

TechSee

Providers must consider consumer sentiment when making decisions about product complexity, packaging, and other consumer-facing services, creating a consumer centric business model that keeps the customer experience top of mind. All eyes were on the smart home market in 2017.

Here’s why Thematic analysis beats sentiment analysis

Thematic

Have you heard of Thematic analysis ? If you are working in insights or data analysis, you will have heard of Sentiment Analysis. Sentiment analysis is important because companies want their brand being perceived positively, or at least more positively than the brands of competitors. Sentiment analysis, if accurate, can be a valuable tool for this specific use case. But what about Thematic analysis? Thematic analysis is more nuanced.

The Key to Customer Satisfaction Analysis

Clarabridge

Are your customers satisfied? 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? Customer Experience

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

Michelli Experience

According to Bruce Temkin’s 2016 study , after a positive emotional experience, customers are 15 times more likely to recommend a company. Not surprisingly, emotion analysis is receiving a lot of buzz. Emotions that matter for Customer Experience.

Competitive Analysis Survey: Why Competitive Research is Worth Your Time

SurveySparrow

Glancing through your competitor online website and social media posts don’t count as competitive analysis? Simply knowing what your competitors offer to their customers is not enough anymore. What is a Competitor Analysis? Why Should You Conduct a Competitor Analysis?

3 Reporting Hacks for Your Next Competitive Analysis

NetBase

The purpose of a solid competitive analysis should be obtaining an overview of your space and exploring what competitors are doing so you can learn from them. You’ll be able to: Understand your customer base, in relation to your competitors’ customers. Competitor Analysis

How to Conduct a Social Media Competitive Analysis

NetBase

It might be obvious that competitive analysis should be part of brand operations, but what’s not always so obvious is what exactly that means – especially with regard to the social realm. Here are some guidelines to ensure your competitive analysis gets you immediate, actionable intel.

How data analysis of customer reviews could have helped WOW Air avoid a shut-down

Keatext

The post How data analysis of customer reviews could have helped WOW Air avoid a shut-down appeared first on Keatext. Customer Experience airlines hospitality WOW Air

What Is a Competitive Analysis & Why Is it Important?

NetBase

It takes constant competitor analysis to ensure your place in the market – but what exactly does that mean? Brands in the past may have been impervious to losing customers if their reputation was well established – but that was all before the internet and social media existed.

Basic Linkage Analysis

Middlesex Consulting

In addition to an overall P&L or an Income Statement, we also have very detailed data about each customer, each installation, each serial numbered item, and each product by model number. Do your customers run out of patience in two minutes, ten minutes or never?

Ensure High Quality Products By Outsourcing Structural Analysis Services

Magellan Solutions

In the field of engineering, structural analysis is one of the services being offered by BPOs to assist structural engineers in fulfilling their work. . The post Ensure High Quality Products By Outsourcing Structural Analysis Services appeared first on Magellan Solutions.

Customer feedback analysis 101: What’s the best way to analyze vast amounts of feedback?

Thematic

Do you have a lot of customer feedback collected but don’t know exactly what to do with it? In this blog, I’ll aim to answer these questions: Why do you need a customer feedback analysis solution in the first place? Why do you need a feedback analysis solution in the first place?

Are you maximizing your customer feedback analysis?

delighted

So you’ve done the hard work of gathering customer feedback. You’ve created the perfect survey with a reliable distribution method, and as a result, have a gold mine of customer input at your disposal. Now it’s time to put that data to use with some customer feedback analysis. In this post, we’ll walk through all the basics of customer feedback analysis, from prepping your customer data to using survey analytics tools to simplify the process.

How To Perform Churn Analysis – [Free Guide & Templates]

Thematic

“We recently launched a new way of delivering our product and customer churn is a major pain!” — a concerned friend. In this post we describe how you can use your customer feedback surveys to perform churn analysis. Why churn analysis matters.

How to Create a Competitive Analysis for Restaurants

ReviewTrackers

Competitive analysis helps you understand what makes your restaurant different than the restaurants that are similar to yours. With a competitive analysis, you can gain actionable insights into how other restaurants are performing – what they’re good at and what they’re strong at.

TripAdvisor Review Analysis: Stats Your Business Should Know

ReviewTrackers

User reviews of your business on TripAdvisor also have the power to bring customers in or drive them away. These numbers go to show that potential customers are likely to make a decision about whether or not to book or spend money with you based on the TripAdvisor reviews they see.

Analyzing Customer Feedback Data: Manual Analysis vs NLP

Clarabridge

Organizations have two kinds of customer feedback data that they measure, store, and analyze: structured and unstructured data. Organizations are able to better serve customers, control costs and risk, compete more effectively, and drive profitability.

Basic Linkage Analysis

Middlesex Consulting

In addition to an overall P&L or an Income Statement, we also have very detailed data about each customer, each installation, each serial numbered item, and each product by model number. Do your customers run out of patience in two minutes, ten minutes or never? Are customers more patient on the first call and ready to reach through the phone and strangle someone by the third? Customer satisfaction and loyalty data. We all collect lots of data.

Are you maximizing your customer feedback analysis?

delighted

So you’ve done the hard work of gathering customer feedback. You’ve created the perfect survey with a reliable distribution method, and as a result, have a gold mine of customer input at your disposal. Now it’s time to put that data to use with some customer feedback analysis. In this post, we’ll walk through all the basics of customer feedback analysis, from prepping your customer data to using survey analytics tools to simplify the process.

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.

Why Sentiment Analysis Matters to B2B Customer Service

TeamSupport

Sometimes how a customer speaks to you is just as important as what is being said. A compact label for this type of refined communication is customer sentiment. As more customer service software solutions are placing an emphasis on sentiment, it should come as no surprise that companies are looking to leverage this “hidden code” in communication to work smarter and more efficiently. For example, a 1,000-word ticket is submitted to your customer service team.

9 Practical Tips for an Effective NPS Data Analysis and Reporting

Retently

There are various aspects of the NPS data that will help you collect in-depth customer insights which are usually easy to miss, but nevertheless, crucial for an effective NPS campaign. Understand the Net Promoter Score Analysis. Focus on Customer Engagement.