Business · Mar 04, 2019

How to improve CX with Customer Feedback Management

Love it or hate it, customer feedback is essential for any business. It’s one of the best ways companies can improve their products and services which, in turn, will boost the success of their business. But not only that, feedback improves the Customer experience (CX) as well. And by using Customer Feedback Management (CFM), you can make sure all of that important feedback is used to make changes that matter. Source To show you how you can use…

Market Research · Mar 01, 2019

Why you should analyse the NPS data

NPS is considered one of the best ways to measure customer loyalty for a company’s brand, products or services. Every once in a while, companies receive tons of data related to it, but the difficulty to analyse it all makes them to not make the best use of it. In this video, our CEO Riccardo Osti explains why this data should be analysed. He covers the importance of each section of this type of survey…

Business · Feb 22, 2019

Manage Customer Feedback Correctly

Many companies claim to be customer-centric. However, just a few are really able to achieve it. In some of our previous videos, we’ve explained how to switch your company from product-centric to customer-centric and why consumer feedback is so important for your business. This week, our CEO Riccardo Osti is advising you ask yourself 3 Questions to understand if you are managing customer feedback correctly. Asking these questions may show you if you are extracting…

Market Research · Feb 20, 2019

What is customer feedback and why it is important?

The Voice of the Customer is playing a relevant role in today’s competitive markets. In fact, is common for customers to voluntarily review products and experiences. This source of information is rich in insights but comes if different forms, and it’s often unstructured. This makes it difficult to interpret on scale. In this video our CEO explains the difference between the most common types of Customer Feedback, and I share the 5 reasons why it…

Market Research · Feb 19, 2019

Why is so difficult to predict the future?

Predict the future, in many different fields, might be a hard task. If you play with stocks, for example, you might have realized that. Even though economists give you recommendations about best companies to invest, a single video that turns viral from a customer complaining about an experience might affect predictions, lowering prices of these stocks. In the Customer Feedback Management field, the same thing happens. Even though we might have some control over the…

Business · Feb 14, 2019

How is E-commerce influencing traditional retail

It’s proven that more or less 90% of customers read online reviews before making the final decision on what product or service to buy. This is directly affecting how customers are making decisions, and so it is essential for traditional retailers to be aware of it, in order to make more strategical decisions. As you can see in this video, nowadays e-commerce is actually winning the battle against retail, precisely because the last ones still couldn’t…

Technology · Feb 11, 2019

Difference between Social Media Listening and NLP

What are social media listening and NLP technologies? In today’s video, we are going to define these two approaches of communication and discover what can we learn from them, their accuracy and their data sources. Today we talk about social media listening and customer feedback analysis, or generally, NLP technologies. I get often asked about the differences between these two solutions, so I decided to make a video about it. What is social media listening?…

Business · Feb 07, 2019

How to manage a retail network

Product quality and customer service are the most important aspects to create a deeper and more intimate experience. These aspects are not only the most important, but they are also the most difficult ones to manage and improve. A couple of real-life examples will help us to discover which are the secrets to make quality and service, good and consistent, managing a retail network.   You have probably heard the story of Howard Schultz. He…

Business · Feb 05, 2019

Stop asking questions to your customers

It is a common practice for companies to ask questions to customers via surveys and questionnaires. But usually, brands want answers to questions that are not interesting from a customer perspective. In today’s video, we will discuss what is the proper way to get the most meaningful insights from customers.   It is a common practice for companies to send out surveys and questionnaires to their clients. You can think of the ones that you…

Market Research · Jan 31, 2019

How good are humans in text analysis?

Accuracy is a measure of the capability of technology to interpret a text correctly. Some companies claim the accuracy of their technology is 99%, is that even possible? In today’s video, we are going to refute some myths about text analysis, and we are going to discover the best way to achieve a high level of accuracy. Today’s video is very different from the other ones because for the first time I talk about Data…