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VERBATIM ANALYTICS Tip #8 Examine your feedback data from the customer perspective

[fa icon="calendar'] Nov 11, 2016 11:09:22 AM / by Matti Airas posted in Feedback Analysis, Net Promoter Score, Customer Journey, Data Visualization, text analysis, NPS, text analytics, open-ended analysis, net promoter system, dashboards, executive reporting

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Managers analyze customer feedback from "their" perspective. Often this view is touchpoint or function specific. Their job is to extract actionable insights that enable them to improve their own department’s performance. Your job, as a CX professional, is to analyze the whole customer experience .

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VERBATIM ANALYTICS Tip #7 Define the customer journey

[fa icon="calendar'] Nov 8, 2016 4:24:07 PM / by Matti Airas posted in Feedback Analysis, Net Promoter Score, Customer Journey, Data Visualization, text analysis, NPS, text analytics, open-ended analysis, net promoter system, dashboards, executive reporting

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It is easy to define the customer journey from top down: you plot the different touchpoints and set them in chronological or some other logical order. It is much harder to monitor and measure how different touchpoints are performing.

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VERBATIM ANALYTICS Tip #6 Design a four-layer insight distribution system

[fa icon="calendar'] Nov 3, 2016 6:41:02 PM / by Matti Airas posted in Feedback Analysis, Net Promoter Score, Data Visualization, text analysis, NPS, text analytics, open-ended analysis, net promoter system, dashboards, executive reporting

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Organizational layers like to consume information in different ways. Executives like static reports with KPIs. Managers need a dashboard with signals about problems or opportunities and the ability to dig deeper to find out the root cause for those issues. Frontline employees just want to get their jobs done. Analysts need to dig deep to detect weak signals, emerging trends, and do predictive analytics. That is why the reporting tools and the level of information in them need to be different for each organizational layer.

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VERBATIM ANALYTICS Tip #3 12 customer experience database design principles

[fa icon="calendar'] Oct 27, 2016 9:59:56 PM / by Matti Airas posted in Feedback Analysis, Net Promoter Score, text analysis, NPS, text analytics, open-ended analysis, net promoter system

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Extracting actionable insight is difficult. It takes quite bit of work but mostly it requires thinking and planning. One of the most important things you need to do is to design CX databases.

You, a CX professional, need to own this data. Don’t let BI or IT people set restrictions. Making compromises will greatly hinder your ability to do your work well. Good data is paramount!

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VERBATIM ANALYTICS Tip #2 Create a high-volume feedback gathering system

[fa icon="calendar'] Oct 26, 2016 10:17:15 PM / by Matti Airas posted in Feedback Analysis, Net Promoter Score, text analysis, NPS, text analytics, open-ended analysis, net promoter system

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At Etuma, we have analyzed hundreds of different feedback processes and formats and seen what works and what doesn’t work. For a feedback analysis company, we have become surprisingly expert in the process of gathering feedback. We have learned how to design a survey process that both maximizes the volume of open-ended feedback and provides concrete actionable insights. 

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VERBATIM ANALYTICS: Tip #1 Identify the customer experience stakeholders and their information requirements

[fa icon="calendar'] Oct 25, 2016 4:15:20 PM / by Matti Airas posted in Feedback Analysis, Net Promoter Score, text analysis, NPS, text analytics, open-ended analysis, net promoter system

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The Net Promoter System℠ “Inner Loop” – Making it work for you

[fa icon="calendar'] Oct 5, 2016 2:46:49 PM / by Matti Airas posted in Net Promoter Score, NPS, net promoter score system, Bain

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This blog post was written by Maurice FitzGerald, who recently retired as VP of Customer Experience for Software at Hewlett Packard Enterprise. His career with HP, Compaq, Digital Equipment Corporation and Wrangler Jeans concentrated on customer-centric business strategy and process improvement. He is currently documenting his experience in three books that are expected to appear in early 2017.

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Advanced Text Analysis Visualization Using Tableau: from Basics to Heatmaps

[fa icon="calendar'] Aug 3, 2016 3:09:46 PM / by Matti Airas posted in Feedback Analysis, Net Promoter Score, Data Visualization, text analytics, tableau

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Up to now, text analysis results have mostly been presented in the form of word clouds, but there are many other, often more powerful, ways to visualize the analysis results.

I am using a grocery store chain that has six stores in this example. They are running a  Transactional Net Promoter Score survey process.


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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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