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How Customer Feedback Categorization Transforms Companies

[fa icon="calendar'] May 18, 2016 3:10:41 PM / by Matti Airas posted in Feedback Analysis, customer experience benefits, text analysis, customer loyalty, customer experience analytics

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Etuma's text categorization service turns all your open-ended
customer feedback into consistent and actionable information."

This is what it says at the top of our homepage. Nice marketing slogan, sounds pretty cool–but it’s also somewhat abstract and, let’s be honest, a bit vague. What does it really mean?

We wanted to move past vague marketing slogans, so I’ve been spending quite a bit of my time talking to our customers. I’ve been trying to understand how they use Etuma in practice and what they perceive as the concrete benefits they get out of it.

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Avoid Survey Fatigue During the Customer Experience Boom

[fa icon="calendar'] Oct 29, 2015 10:03:30 AM / by Matti Airas posted in Net Promoter Score, Customer Effort Score, facebook analysis, survey fatigue, non-response bias, customer experience analytics

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Customer experience is hot, and companies are focusing more and more effort on voraciously soliciting and trying to analyze customer feedback. With survey requests coming at them from every direction, customers can become tired of ticking boxes and writing comments.

The danger for your company with this survey fatigue problem is two-fold: first, you simply risk missing out on a lot of good feedback; and second, you risk the overall results of your surveys being skewed by non-response bias.

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Seven Steps to Actionable Insights

[fa icon="calendar'] Oct 20, 2015 9:48:58 AM / by Matti Airas posted in Feedback Analysis, Customer Experience Management, text analysis, customer experience analytics

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While market research in the form of sample-based solicited structured surveys is still a crucial tool for product testing, making market-entry decisions, and in overall strategy formulation, there is strong trend towards more spontaneous, real-time feedback. This type of feedback is often unstructured and comes via multiple channels, bringing with it its own set of challenges.

This post will present a high-level outline of the most important steps to gaining actionable insight from real-time, multi-channel feedback sources.

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