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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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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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Basics of open-text feedback analysis: why and how we tune topics

[fa icon="calendar'] May 12, 2016 12:00:02 PM / by Matti Airas posted in Feedback Analysis, Net Promoter Score, text analysis, NPS, customer experience, text analytics

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Short surveys (NPS!), web forms, emails, and social media–accelerated by the fact that non-stop chatting and texting have become a way of life for most people–are generating a massive amount of text-based feedback. While many companies still choose to mostly ignore the potential hidden in this data, more and more enterprises are wading deep into the masses of text to extract the actionable insight needed to improve their products and delight their customers. The key to their success in this endeavor is the way they go about summarizing the insights within the text.

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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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