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Thirteen Customer Experience Database Design Principles

[fa icon="calendar'] Jan 19, 2017 2:55:48 PM / by Matti Airas posted in Feedback Analysis, Customer Experience Management, Sentiment Analysis, Data Visualization, NPS, CES, data warehouse, customer experience, feedback categorization

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Extracting actionable insight is difficult. It takes a lot of work and requires serious thinking and planning. One of the most important things you need to do is to design and implement a CX database.


You, the CX professional, need to own this data. Don’t let BI or IT people set restrictions. Making compromises will greatly hinder your ability to do your work well. Good data is paramount!
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5 rules for creating a powerful customer feedback gathering system

[fa icon="calendar'] Jan 2, 2017 12:26:17 PM / by Matti Airas posted in Customer Experience Management, NPS, CES, root cause analysis, transactional NPS, cem

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At Etuma, we have analyzed hundreds of different feedback processes and formats and seen what works and what doesn’t work. For a feedback analysis company, we have become surprisingly expert in the process of gathering feedback. We have learned how to design a survey process that both maximizes the volume of open-ended feedback and provides concrete actionable insights.

 

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VERBATIM ANALYTICS Tip #9 Use topics to create role-based reports

[fa icon="calendar'] Nov 21, 2016 10:31:31 AM / by Matti Airas posted in Feedback Analysis, text analysis, customer loyalty, NPS, CES, text analytics, loyalty management, feedback categorization

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In Tip #6 I wrote about the four reporting layers and what kind of information different organization layers require. In this post I am going to focus in the most heterogeneous and complex layer, the managers.

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Nine Reasons for Text Analysis

[fa icon="calendar'] Nov 14, 2016 1:11:51 PM / by Matti Airas posted in Feedback Analysis, Customer Journey, customer loyalty, NPS, CES, loyalty management, feedback categorization, organizational transformation

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We now live in an experience economy. Loyalty is not just about delivering an exceptional product but making customers feel good about every aspect of your operations and brand. This is why many companies are putting in place systematic ways to track customer experience.

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In case you missed it: Our most-read blog posts from 2015

[fa icon="calendar'] Dec 10, 2015 11:05:55 AM / by Matti Airas posted in customer loyalty, NPS, CES, Customer Feedback Analysis, root cause analysis

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I summarized here the most important insights. In case you want to dig deeper, the blog titles are the link to the blog posts.

How Apple Is Using NPS To Test Apple Watch In-Store Try-On Process

Apple isn’t known for using customer feedback to fine tune their products or processes. But when a company is fundamentally changing the way we buy a product, customer feedback is essential.

How to Implement a Service Recovery Program

Don’t let mistakes lead to customer turnover. A simple but powerful idea, but I am afraid that most companies have still not implemented a systematic service recovery program.

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Market research is no longer the most efficient way to gauge market preferences

[fa icon="calendar'] Nov 26, 2015 10:22:13 AM / by Matti Airas posted in NPS, CES, eCommerce, webstores, online shopping

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In the fast-paced world of ecommerce, market research is no longer the most efficient or effective way to gauge market preferences. The process is too slow, and too few people respond to market research surveys. A more useful way of finding out what your customers want is to engage them in an ongoing dialogue.

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The right question

[fa icon="calendar'] Nov 3, 2015 1:39:02 PM / by Matti Airas posted in customer loyalty, NPS, CES, Customer Surveys, Market Research

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We ran a Google search for the phrase “how to ask the right customer survey questions”. It yielded 260 million results. The relevancy of all these results is, of course, not likely to be extremely high, but a quick perusal of the first five pages revealed that this concern is being addressed by a lot of blog posts, research papers, and industry gurus.

Customer survey companies spend a lot of time and energy on educating their clients about how to design surveys. Their clients, specifically their shopper insight managers and customer experience managers, spend a lot of time and energy on designing surveys and trying to determine the right questions to ask their customers. Is this time well spent, or would these resources be used more wisely at the other end of the process: in analyzing the survey results?

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Introducing Delighted: Making NPS Simple

[fa icon="calendar'] Oct 15, 2015 11:25:08 AM / by Matti Airas posted in Net Promoter Score, Multi-language Analysis, Sentiment Analysis, NPS, CES, Customer Effort Score, eCommerce, Cloud Services, Customer Feedback Analysis

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We’ll continue our exploration of cloud services for ecommerce this week with Delighted. Delighted is a platform for gathering customer feedback in the form of Net Promoter Score (NPS® ) surveys.

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Seven reasons why you should analyze the support and sales chat logs

[fa icon="calendar'] Jun 10, 2015 10:44:00 AM / by Matti Airas posted in Feedback Analysis, Support, Contact Centers, text analysis, CES, chat logs, chat support

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More and more companies use chat for customer support and sales. It is convenient for customers, support agents can serve multiple customers simultaneously, and the chat log text data is immediately available for feedback analysis

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