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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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12-Point Checklist For Choosing a Customer Feedback Text Analysis Vendor

[fa icon="calendar'] Mar 17, 2016 11:57:43 AM / by Matti Airas posted in Customer Experience Management, text analysis, NPS, verbatim analytics

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Choosing the right vendor to analyze customer verbatims is a difficult task. The websites of most vendors don’t provide any kind of information on how they accomplish the feat, and finding out what concrete benefits you’ll get out of their services can seem obscure.

In his excellent blog post “12 Criteria for Choosing a Text/Social Analytics Provider, Seth Grimes tries to make the vendor selection process easier by creating a common-sense list of requirements and check points. Because Seth’s list covers the requirements for all kinds of text analysis, I will try to paraphrase it from the point-of-view of verbatim analytics.

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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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The ROI of CX

[fa icon="calendar'] Aug 3, 2015 11:40:39 AM / by Matti Airas posted in Customer Experience Management

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Common sense tells us that a good customer experience is an important element in ensuring customer satisfaction and loyalty. It is also easy to understand that you can improve the overall customer experience by extracting insights from customer feedback. Actions based on those insights should result in more loyal customers who will then spend more on your products and services.

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How Online Gaming Companies Benefit from Feedback Categorization

[fa icon="calendar'] Apr 1, 2015 4:07:00 PM / by Matti Airas posted in Customer Experience Management

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SUMMARY

Veikkaus is a Finnish lottery, betting, and online gaming company with over 2.2 million regular customers. They use Etuma Feedback Categorizer (EFC) to analyze open-text feedback from multiple feedback channels (contact center, web forms, and surveys). EFC provides key decision making information for the continuous development of their customer services, products, and marketing campaigns.

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How To Implement A Service Recovery Program

[fa icon="calendar'] Apr 1, 2015 1:36:00 PM / by Matti Airas posted in Customer Experience Management

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INTRODUCTION

No matter how great a product or service a company provides and no matter how carefully they safeguard against faulty products and services, things go wrong: delivery systems fail, component suppliers ship faulty parts, customers use products improperly, or sometimes your delivery capabilities just don't meet the customer expectations set by your marketing messages.

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Net Promoter System: How to Extract the Root Cause for NPS Score Change

[fa icon="calendar'] Mar 16, 2015 11:24:00 AM / by Matti Airas posted in Feedback Analysis, Customer Experience Management, customer loyalty, NPS, root cause analysis, retail cx, loyalty management, transactional NPS

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Is it possible to hear the true voice of the customer, if the most genuine form of customer feedback -open text comment - is turned into statistical information?

Statistical information might be valuable when pinpointing problem areas but it doesn't reflect the nuances of human interaction. It doesn't tell the reason - the why. The process of finding the reason is called root-cause analysis.

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