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On Text Analytics: the Known Knowns and the Unknown Knowns

[fa icon="calendar'] May 5, 2016 11:47:57 AM / by Matti Airas posted in Customer Experience Management, feedback analysis benefits, cx analytics, customer experience, Customer Feedback Analysis, customer experience analytics, text analytics

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I met with a UK customer experience consultant a couple of weeks ago who told me that he actually finds it to be quite easy to sell a CEM solution to a customer once he has identified their pain points. Similarly, the main challenge in selling open-text feedback analysis as an integral piece of a CEM solution is that customers are not yet aware of the pain points and opportunities it will reveal.

It’s a classic Catch-22: customers aren’t motivated to buy text analysis, because they aren’t aware of the many real or perceived problems (i.e., pain points) hidden in their open-text feedback or the scope of these problems; but they won’t find out about these pain points until they start using text analysis.

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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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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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