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…

Case studies · Jan 25, 2019

Customer service fail: GoDaddy’s outrageous experience

GoDaddy is the largest domain name registrar in the world with more than 18 million customers. In this video, through a negative personal experience with this enterprise, we are going to discover three key insights about customer service from a corporate perspective. Today I will tell you the bizarre experience that I had with one of the largest domain registrars in the world.   Today’s video is quite different compared to the other ones, as…

Business · Jan 24, 2019

Why is e-commerce winning against retail?

E-commerce is growing at a very fast pace, eating the shares of traditional retail. In certain product categories, the online/offline ratio is still vastly in favour of offline shopping, however, the situation is different in some highly competitive verticals. Why is e-commerce winning against retail in certain categories? The majority would say because of price. I tend to disagree with this statement, and I explain why in this video.   This video is about the…

Market Research · Jan 21, 2019

5 Types of Customer Feedback and How to Collect Them

No matter how you feel about customer feedback, there’s no denying the value it can bring to your business. In a world where competition is high, knowing your customers’ thoughts on your service can aid all aspects of your company, from product development to marketing strategies. However, simply knowing what your customers are saying isn’t enough to grow your business. In an age where there is an abundance of data, using a data-driven analysis of customer…