Business · Dec 24, 2019

Video: Measure the health of your business using Customer Churn rate KPI

We hope you liked the last videos, where we explained the top three KPIs to convert your company into a Customer-centric one. So far, we’ve described the concepts of Customer Lifetime Value and Customer Satisfaction CSAT. Today, we will complete the perfect triangle talking about Customer Churn.If you enjoy this type of…

Business · Dec 19, 2019

Text Analysis Examples: social media sentiment, workforce performance, competitor intelligence and more

Introduction: a simple explanation In its simplest form text analysis is just counting words. The interesting part is how you choose what to count and what you do with it. Text analysis is often used synonymously with text mining and text analytics, though many computer scientists argue about subtle differences. It’s a…

Business · Dec 17, 2019

Video: The importance of measuring customer satisfaction

We’ ve been talking about the most important KPIs to make your company really Customer-centric. Recently we made a video about Customer Lifetime Value, and following on that one, today we would like to talk about another important metric, called CSAT, or Customer Satisfaction score. CSAT measures the happiness of a customer with…

Business · Dec 10, 2019

Video: What is Customer Lifetime Value

Today we would like to talk about the most important one, which is Customer Lifetime Value. It measures how much profit your customers will generate during their relationship with your company. It shows how healthy your customer base is, and how likely your company is to grow in the future. Let’s call it…

Business · Dec 05, 2019

An Interview with Joost Niepoth

This is the first edition in Wonderflow’s new interview series, which aspires to consult market experts in different sectors and industries, to talk about customer experience and consumer feedback analysis. This week we have Joost Niepoth, marketing professional.Joost is a marketing professional, with over…

Business · Dec 03, 2019

Video: Top 3 KPIs for customer-centric companies

You may argue that some metrics are more important in customer-centric organizations than others. But this is our Top three! Remember that you have to connect these KPIs to the on-target earnings (OTE) of your employees because that would help them focus on these important metrics. On the contrary, if you evaluate the…

Business · Nov 26, 2019

Video: Contact Center; From Cost Center to Profit Center

On 8/10/2019, Riccardo Osti gave a speech on Customer Contact Week in Amsterdam about the use of customer feedback and the need for modern companies to turn customer-centric. In this video, you get a taste of what transpired on the event and the theme surrounding Riccardo’s speech. So what does it take to…

Business · Nov 19, 2019

Video: How to analyze customer data

Part 1:Why do many companies claim to be customer-centric? What is the best way to utilize your customer feedback and how is your company supposed to collect the data? These and more interesting questions are answered in the first video. Part 2:Here, we go through the steps needed for an all-around customer feedback…

Business · Nov 18, 2019

The power of 360- degree customer feedback analysis

If you have worked in an organization with a modern Human Resources department you will have come across 360-degree feedback before. The idea is simple: normally, when employees are being evaluated, just the opinion of their line manager is used. With 360-degree feedback HR collects anonymous feedback from everyone around the employee- managers,…

Technology · Nov 12, 2019

Video: How Augmented Analytics Tools Will Change The Way We Work

In this video, we’ll walk you through all you need to know about augmented analytics tools, including: What is augmented analytics Which are the three ingredients of augmented analytics tools How augmented analytics tools can help you free up at least 40% of your time And, how to use augmented analytics tools to…