Blog

Customer experience: How to avoid Paralysis by Analysis

In a world full of information, it’s easy to forget about the customer experience. Don’t let “paralysis by analysis” take over.

When is a dog a dog? When is cool cool?

Considering using text analytics to analyse customer comments? Make sure the solution you choose can distinguish between a dog & a dog, and cool & cool.

Are you ready to leap into the brave new world of customer feedback?

Is this "brave new world" one you should take a step into? The words our clients say all too often are “why didn’t we do this sooner?”

Using Impact Analysis to make big and quick improvements to CX

Uncover what’s really driving your customer loyalty, scores and sentiment, and focus your efforts where it will make the biggest impact on your bottom line.

Closing the loop with your customers is critical

Ever thought about turning a complaint into a sales opportunity? Does your organisation take too long to respond to complaints or even ignore them totally?

The perils of rewarding staff on scores

Surveys should tell you how well you are meeting the needs of your customers but in reality, a lot of surveys are only used to reward staff performance.

Have your customer feedback cake & eat it

Customer feedback surveys often focus on key KPIs rather than customer experience. Find out how you can focus on both and still get all the insight you’ll ever need.

Make decisions faster – use Text Analytics

Have you ever wanted a Focus Group at your finger tips? Use Text Analytics. Find out how this can help you make faster strategic decisions.

Uncovering the unknown unknowns

It doesn’t matter how much customer feedback you collect, a good text analysis engine will discover all the unknown unknowns within it.

Customer surveys: We’ve always done it that way!

Are you churning out the same customer feedback surveys, not daring to change for fear of comparing apples and pears? It’s time to take a leap of faith.

When is a happy customer not a happy customer?

Your happiest customers may rate you 10/10 but don’t ignore their negative feedback comments. They are gold dust!

Is your feedback programme being knocked off-course?

Sometimes, things don’t go according to plan. Is your customer feedback programme delivering the results you expected?