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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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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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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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