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Five and a Half eCommerce Loyalty Factors

[fa icon="calendar'] Mar 9, 2017 9:29:16 AM / by Matti Airas posted in customer loyalty, eCommerce

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A couple of weeks ago I wrote about the eCommerce customer experience in general. This week I am digging deeper into the five and a half factors that form the eCommerce customer experience.

We have analyzed millions of webshop customer’s comments. This has taught us how customers talk about eCommerce. I have gathered in this blog post the key insights on how to analyze eCommerce customer comments and understand their loyalty.

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The Power of Embedded Analytics

[fa icon="calendar'] Jan 31, 2017 2:51:01 PM / by Matti Airas posted in customer loyalty, NPS, customer experience, crm, cem, embedded analytics, contact center, big data

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Most CEM, CRM, BI and Contact Center platform vendors have the necessary competencies and skills to solve their core domain problem with their own software development team. Additional functionality–embedded analytics services like advanced text analysis or image recognition–can and should be provided by specialized 3rd party software vendors. 

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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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How to monitor the customer journey

[fa icon="calendar'] Sep 22, 2016 8:47:04 AM / by Matti Airas posted in Feedback Analysis, Customer Journey, text analysis, customer loyalty, NPS, customer experience, customer touchpoints, feedback categorization

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It is easy to define the customer journey: you plot the different touchpoints and set them more or less in chronological order. It is much harder to monitor and measure how different touchpoints are performing.

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Do you know your loyalty drivers?

[fa icon="calendar'] Aug 24, 2016 4:24:46 PM / by Matti Airas posted in customer loyalty, NPS

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As customer experience professionals, we know that customer loyalty is profitable. Loyal customers typically buy more and more often, cost less to serve, and act as important ambassadors for your brand. Knowing this, what could be more important than identifying those specific factors that drive customer loyalty? Have you identified these factors in your own business? And do you have the ability to measure them over time?

Your company’s customer experience can be broken down into 5 - 10 loyalty drivers, which should be gleaned from your customer feedback. In order to measure the performance of the loyalty drivers you have identified, you can assign each one a qualitative measure: average NPS and/or average sentiment. The relative impact of each loyalty driver can be determined using feedback volume.

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The 14 Most Common Mistakes in Implementing a Net Promoter Score System (a Three-Part Series), Part Three: Interpretation of Results and After-Survey Action

[fa icon="calendar'] Jun 15, 2016 2:24:53 PM / by Matti Airas posted in Net Promoter Score, text analysis, net promoter process, customer loyalty, NPS, cx analytics, customer experience

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This blog post is the third in a series of posts on mistakes to avoid in implementing NPS in your company. We have broken the series down into three parts: Before You Start, Survey Design and Targeting, and Interpretation of Results and After-Survey.

Over the last two weeks we've posted Part One: Before You Start and Part Two: Survey Design and Targets

Here is Part Three: Interpretation of Results and After-Survey Action...

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The 14 Most Common Mistakes in Implementing a Net Promoter Score System (a Three-Part Series), Part Two: Survey Design and Targets

[fa icon="calendar'] Jun 8, 2016 1:42:12 PM / by Matti Airas posted in Net Promoter Score, text analysis, net promoter process, customer loyalty, NPS, cx analytics, customer experience

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This blog post is the second in a series of posts on mistakes to avoid in implementing NPS in your company. We have broken the series down into three parts: Before You Start, Survey Design and Targeting, and Interpretation of Responses and After-Survey.

Last week we posted Part One: Before You Start

Here is Part Two: Survey Design and Targets...

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The 14 Most Common Mistakes in Implementing a Net Promoter Score System (a Three-Part Series), Part One: Before You Start

[fa icon="calendar'] Jun 2, 2016 9:48:37 AM / by Matti Airas posted in Net Promoter Score, text analysis, net promoter process, customer loyalty, NPS, cx analytics, customer experience

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This blog post is the first in a series of posts on mistakes to avoid in implementing NPS in your company. We have broken the series down into three parts: Before You Start, Survey Design and Targeting, and Interpretation of Responses and After-Survey.

Here is Part One: Before You Start...

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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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