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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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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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B2B and NPS: Are You Able to Improve Your Operations and Innovate Based on Customer Feedback?

[fa icon="calendar'] Mar 31, 2016 10:27:32 AM / by Matti Airas posted in Net Promoter Score, Voice of Customer, net promoter process, customer loyalty, NPS, Customer Surveys, cx analytics, customer experience, B2B

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When we talk about the Net Promoter System (read NPS primer here), we usually talk about B2C companies gathering feedback from the thousands or millions of consumers who are buying their mostly standard (i.e. the same for all customers) products or services. These products and services are not typically tailored to individual shoppers, and the way of working (the shopping, purchase, and delivery experience) is largely the same for all customers or, at the very least, all customers within a specific geographic region.

 

But what about B2B?

B2B relationships typically involve an account team on the supplier’s side dealing directly with a dedicated person or team on the customer’s side. These relationships tend to be more intimate, involve more interaction between the vendor and a customer over a longer period of time, and the way of working is often unique (at least to some extent) to each account team, maybe even to each customer. In many cases, there is a sense of teamwork–supplier and customer working together to ensure the customer’s success–that is not present in B2C relationships.

 

Net Promoter System suits B2B well when the number of customers is large or when the product and service interaction is complex

NPS can be particularly well-suited to gathering customer feedback from and taking the pulse of your B2B customers in these types of relationships. Let's look at some of the reasons for this and a few of the ways of using NPS in B2B.

 

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Are you implementing the second question of your Net Promoter Score (NPS) surveys correctly?

[fa icon="calendar'] Mar 9, 2016 7:10:44 PM / by Matti Airas posted in Net Promoter Score, net promoter process, customer loyalty, NPS, cx analytics, customer experience

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More and more companies are utilizing Net Promoter Score (NPS) surveys to gather feedback from their customers, and increasingly more vendors are offering the distribution of NPS surveys as a service to these companies. As with all popular and oft-copied trends, the quality of NPS surveys is starting to suffer from a lack of fundamental understanding.

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NPS: (Should Be) More Than Just a Number

[fa icon="calendar'] Jan 28, 2016 11:33:48 AM / by Matti Airas posted in Net Promoter Score, NPS, cx analytics, text analytics

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NPS (Net Promoter Score) surveys are becoming ubiquitous - and for good reason. NPS is a quick, simple, and effective way to measure whether your customers are satisfied or not. (Read a quick primer on the two-part question making up all NPS surveys here.)

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How to visualize text analysis results

[fa icon="calendar'] Dec 3, 2015 11:56:16 AM / by Matti Airas posted in Customer Journey, text analysis, cx analytics, customer touchpoints

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We've done a lot of talking about feedback analysis methods but relatively little about how to make the analysis results usable.  In this blog post, I will outline how the analysis results should be organized visually.

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Four Main Challenges On Managing eCommerce Feedback

[fa icon="calendar'] Nov 19, 2015 10:25:23 AM / by Matti Airas posted in Feedback Analysis, text analysis, Social media, eCommerce, cx analytics

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Ecommerce is flourishing, and industry experts predict that the number of web shops will continue growing at a fast pace in the coming years. The number of ecommerce sites earning meaningful revenue last year is estimated to be somewhere between 100,000 and 650,000.

Today’s consumers are quite comfortable with sharing their credit card and other information electronically, and retailers are coming up with increasingly attractive offers on shipping and returns. The result is that more and more purchases are being carried out online.

The online nature of ecommerce creates more opportunities for feedback than ever before. Ecommerce customers are more likely to share feedback with you and about you because they are already active online.

We have ecommerce customers who get feedback in the range of tens of thousands of comments per month and even some who get over a hundred thousand comments per month.

All this online feedback brings a whole new set of challenges for customer experience managers who are trying to get a handle on shopper insights and customer support personnel who are trying to provide worthwhile support to their customers.

Let’s take a look at four of the main challenges associated with ecommerce feedback.

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What we learned from analyzing 225,000 tweets to customer support handles of UK banks

[fa icon="calendar'] Nov 12, 2015 3:06:57 PM / by Matti Airas posted in Financial Industry, banks, cx analytics, customer experience

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We took three months’ worth of UK banks’ support tweets and analyzed them.

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