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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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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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