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Six Reasons Why Social Media Requires a Unique Text Analysis Approach

[fa icon="calendar'] Feb 18, 2016 10:14:57 AM / by Matti Airas posted in facebook analysis, twitter analysis, Social media analysis

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Customers have been giving feedback as long as goods and services have been traded, but never before has the feedback been publicly available to over a billion people. Social media sites like Twitter and Facebook have connected people all over the world, and companies have taken notice and are trying to get in on the action.

Regardless of its growing popularity, however, social media is still far from being a primary channel for customer service and customer feedback. The majority of enterprise feedback flows in through phone calls, emails, web forms and even letters on paper.

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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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