Category: Business

Showing all the 112 posts with the category Business

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Business · Aug 31, 2021

Guest Blog: Advances In AI Will Transform Sentiment Analysis

HIPSTO has developed a premier AI open knowledge discovery platform. As one of our technology partners, their advanced natural language understanding technology works within Wonderflow’s advanced voice of the customer analytics platform to provide users with the most reliable and accurate results. In their guest blog post, HIPSTO helps CX professionals to gain a clearer understanding of what sentiment analysis is, including key challenges in this exciting and emerging research field and how certain solutions…

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Business · Aug 05, 2021

How to listen smarter using your social media analytics

Social media is a whole different world. Find the different meanings of commonly used terms, gain the value of social listening, and learn how to use social media analytics to listen smarter. Alternatively, learn more from our new Social solution page!   Imagine running your own taco stand (and who wouldn’t want to do so?). While preparing the guacamole, you hear two customers discussing your menu options near the food truck. “The Mama Mia is…

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Business · Jun 29, 2021

Wonderflow Raises USD$20M in Series B Funding led by Klass Capital

Amsterdam, June 29, 2021 – Wonderflow, a leading Unified VoC Analytics platform, announced today that it has raised USD$20 million in Series B Funding led by Toronto-based Klass Capital – a long term-oriented growth equity firm that invests in enterprise software businesses. Existing investors, including Italian venture capital firm P101, ITALIA 500 (Azimut Group) and renowned Dutch top manager Jan Bennink, also participated in the financing round. Wonderflow makes VoC data valuable for businesses. Today,…

Emotional Loyalty

Business · Jun 24, 2021

Why Emotional Loyalty Matters Most in the Future of CX

Behavioral metrics alone aren’t enough to measure customer loyalty. Emotional loyalty must also be considered for long-term brand success.   What does “loyalty” mean? Could it be the way your pet follows, protects, and looks at you, no matter what? How about customer loyalty? Could it be the way your shoppers buy from you, how they keep returning for more, and why they revisit? In a recent post, we covered six different ways to protect…

Call Center

Business · Jun 15, 2021

More than Another ‘Cost’: Why Call Center Analytics Matter and How to Use It to Generate Revenue

Customer contact centers can be a profitable resource for companies if call center analytics is leveraged correctly. Discover the value of contact centers and how to analyze call center data.     Call centers are more than just a ‘cost center’ and a place to leave customer voicemails. Thanks to advanced technologies, call center analytics have made the business department itself more valuable than ever before. When used effectively, contact center data can help companies generate…

Customer Loyalty

Business · Jun 08, 2021

6 Ways to Protect and Build Customer Loyalty

As economies slowly recover, finding ways to protect and build customer loyalty is more vital than ever. Discover 6 actionable insights on how to retain a legion of loving followers and gather more along the journey.    For better, for worse, for richer, for poorer, in sickness, and in health, no one says “I do” quite like loyal customers for their favorite brands.  At this point, your business has succeeded at making countless proposals to…

Sustainability E-Commerce

Business · May 25, 2021

What is Sustainability in eCommerce & Why It Matters

Sustainability in e-commerce is a growing hot topic. Brand building towards this future matters more than ever. Learn what, why, and how. Fast, free, sustainable, now!   Nearly half of global online revenue streams from marketplaces with Taobao leading the way. Following closely behind are Tmall and Amazon.  So, marketplaces are dominating the competitive landscape – and will continue to. Building your online presence becomes even more imperative nowadays to competitively differentiate your business from…

customer insights

Business · May 18, 2021

Top 5 Predictions for 2021 Customer Insights

Times are a-changing. Businesses should constantly be ‘woke’ to new ways to improve their customer experience. Find out the top predictions for customer insights in 2021.   Over 60% of companies worldwide are staffed with Chief Data Officers. 76% of customers expect companies to understand their needs in 2021. Not to mention, a whopping 90% of global executives who leverage customer insights reports said that it improved their ability to deliver a great customer experience. With…

Emotional Customer Intelligence

Business · Apr 27, 2021

How Emotional Customer Intelligence is Changing Digital Marketing

In the age of digital transformation, the way we understand customers has been revolutionized by technology to connect with them on a deeper, more emotional level. The Customer Experience A.I. is already leveling the playing field in digital marketing, minimizing human efforts to transform the way we analyze customer data. Learn the importance of identifying the feelings that drive customers’ behavior through emotional customer intelligence. You Don’t Sell Things; You Sell Emotions Let’s start with…

Jan Bennink

Business · Apr 22, 2021

Wonderflow interviews Jan Bennink, Member of the Board of Directors and former CEO of Royal Numico Holdings NV

In early 2021, we had announced a new addition to Wonderflow Board of Directors, Jan Bennink. Now in a newly released interview with the former Advisory-Board-member, we get a better idea of who Bennink is. More importantly, why he has taken a more strategic seat at our table and how his extensive leadership experience in mostly FMCG and CPG will help shape Wonderflow. How would you describe yourself in 5 words?  I would say driven,…

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Business · Apr 15, 2021

Customer interviews: Christian Niederauer, Director of Strategic Insights & Consumer Affairs at Colgate-Palmolive

In this edition of the Voice of the Customer, we welcome Christian Niederauer, Director of Strategic Insights & Consumer Affairs for Europe at Colgate-Palmolive. Colgate-Palmolive is a Fortune 500 global consumer goods company based in the US with around 34,500 employees and revenue in 2020 of $16.5B, serving hundreds of millions of people around the globe. With Christian, we talked about the relevance of customer feedback for the business nowadays, how and why Colgate-Palmolive became…

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Business · Apr 14, 2021

Sentiment Analysis is Killing the Focus Groups: The Disruption of Market Research

The rise of new technologies is changing the way we do market research. Old methods such as focus groups are about to fade away, paving the way for faster, cheaper and more accurate research tools. Let’s see what’s going on. The time has come for focus groups  “Video Killed the Radio Star” was declared during the 80s. Now television is about to be killed by Twitch and YouTube while the development of game-changing technologies happens…

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Business · Mar 31, 2021

Oral Care VoC Report: What’s Best for Electric Toothbrushes

By 2027, Fortune Business Insights projects that the oral care market will reach $38.9 billion. This rapidly expanding market share is drawing more industry leaders into the field of oral care. What are the reasons behind this huge expansion? Some researchers point to the rising rates of dental disease. Poor diet and a growing reliance on fast food might be partly to blame. Technological developments in oral care might also be contributing to their popularity….

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Business · Mar 25, 2021

How Consumer Reviews Influence Sales

83% of costumers trust peer buying recommendations and consumer reviews over brand advertising. Consumers have always had the power to support—or not support—brands with their wallets. The digital domain has ushered in an era where bad customer experiences can ruin your brand image faster than ever before. Today’s consumers are empowered by far-reaching social networks. Your potential customers are creators—and critics—thanks to social media. Consumers have a powerful voice. They’ll take to the digital domain…

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Business · Oct 22, 2020

How to start your CX program to meet today’s customer expectations

In its Customers 2020 report, the consulting firm Walker suggests that customer experience (CX) will surpass other brand characteristics like price and product. Most brands are aware of the importance of CX, however, they fail to make the right improvements, or they lack the necessary knowledge to implement transformative change in their organizations. As a result, this prevents them from creating the best CX. Due to the fact that customer interactions are happening at every stage of…

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Business · Oct 15, 2020

Redefining What it Means to Understand Customer Experience

According to a recent survey by Gartner, companies that have seen a positive revenue growth collect more customer experience data than non-growth companies. However, collecting direct feedback from customers is only half the story of customer sentiment, especially with increased opportunities for the customers’ voice to be heard through multiple channels. Unsolicited feedback,…

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Business · Jul 06, 2020

5 ways in which customer feedback helps organizations create more effective marketing campaigns

Customer feedback is crucial in managing customer satisfaction and loyalty, in customer retention, improving products and services, and in many more areas of your business, including marketing. In the coming months and years, marketers who don’t have a deep understanding of their audience are bound to miss opportunities. Although hypothesizing what your customers…

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Business · Jun 23, 2020

How to avoid data waste

VoC analytics programs are designed to drive your company’s success. However, a lot of the time, customer feedback analytics programs are inefficient because a lot of them produce much data waste.  Many companies collect vast amounts of data. Most of the time, it gets sent to the company’s headquarters and gets collected…

Wonderflow invites Kurt Daniel, CEO of Ubersmith

Business · Jun 09, 2020

Putting your customers front and center – An interview with Kurt Daniel

For today’s WonderTalk, we are joined by Kurt Daniel, the CEO of Ubersmith. Kurt has impressive experience in the software and SaaS industries. He has worked at companies like MongoDB (a startup now worth $12 billion) and other successful startups and larger companies, including Worklight (which was acquired by IBM), Parallels and Microsoft. …

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Business · May 25, 2020

Customer feedback as competitor analysis

Understanding your customers through customer feedback is the best way to get to know what they really think about you. As well as being a powerful weapon in your CX program, customer feedback is also a great way to find out what customers think about your competitors too. In this blog, we’ll…

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Business · May 11, 2020

Putting your customers front and center – An interview with Matteo Penzo

If you enjoy this type of videos, subscribe to Riccardo Osti’s channel in YouTubeToday we are joined by Matteo Penzo. Matteo is an entrepreneur and executive at global design and strategy firm frog. He has over 20 years of experience in helping clients execute and develop their vision across a wide variety…

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Business · May 04, 2020

What’s the best way to analyze vast amounts of feedback?

It’s never been easier to create data in an organization. At the same time, it’s never been more challenging to create actionable insight from vast amounts of feedback. Data is a source of advantage. Knowing more about the customer can only help, right? Data can be held anywhere: in CS, Web stores,…

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Business · May 01, 2020

Video: Why HR management needs to change now

If you enjoy this type of videos, subscribe to Riccardo Osti’s channel in YouTubeIn the past years, we have observed a rapid change in customer experience. Customers and their opinions have become increasingly valued by companies, that actively started gathering and analyzing feedback. As a consequence, tools like the Wonderboard have become…

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Business · May 01, 2020

How to prioritize your employees during times of crisis

In unprecedented times of crisis, your employees must be your priority.  The significant challenges brought by this crisis are new for everyone. Governments, institutions, and companies are all facing exceptional issues. In particular, organizations are focusing on their business continuity. However, companies are made of individuals, and their well-being cannot be ignored….

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Business · Apr 22, 2020

Video: Why you need to invest as much as possible in digital today?

If you enjoy this type of videos, subscribe to Riccardo Osti’s channel in YouTubeIn the last weeks, we have seen so many memes about work from home, the whole COVID-19 situation as well as some related to business. One of them caught our attention, and we are republishing right here: [image_with_animation image_url=”39791″…

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Business · Apr 09, 2020

The importance of VoC analytics

Most enterprises have realised that it’s impossible to do business in today’s landscape without listening to the customer. Many are taking the step further and closing the loop by ensuring the response to what customers say is effective and meaningful. Capturing expectations, aversions, and preferences is tricky but with discipline and focus is…

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Business · Apr 09, 2020

Video: The best ways to collect customer feedback from digital sources

If you enjoy this type of videos, subscribe to Riccardo Osti’s channel in YouTube The abundance of data on digital sources One of the main challenges that brands face today is related to the abundance of data. Normally, the term “abundance” is connected to something positive, and in fact, when we think…

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Business · Apr 02, 2020

Video: Why do you need to reduce the number of questions in surveys to ONE?

If you enjoy this type of videos, subscribe to Riccardo Osti’s channel in YouTube Sending surveys is an outdated method of customer feedback collection In the last weeks, we’ve been home more than usual, more people started to communicate through digital sources, and more brands did the same. Having more interactions with…

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Business · Mar 26, 2020

Video: How to grow your business online during the Coronavirus crisis

The importance of online reviews We are facing an unprecedented situation and, in several countries, governments have already taken drastic measures to reduce the spread of the virus, and more will probably come. One of the situations we have seen, and that we will see more often in the near future, is…

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Business · Mar 24, 2020

The role of AI in CX in 2020

2020 could be the year AI takes the world by storm. Large and small companies are adopting it, and both users and customers see this technology’s potential. One respected forecast expects as much as many as 95% of all customer interactions will be through channels supported by artificial intelligence (AI) by 2025. Many…

Business · Mar 19, 2020

An Interview with Sander van der Blonk

How did they do it? This series aims to inspire and aid true customer-centricity, and highlight the implemenation and integration of customer experience and the voice of the customer in different sectors and industries.In today’s Wonderflow’s interview, we speak…

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Business · Mar 18, 2020

How to prioritize product development

For most product managers, the process of new ideas and directions for product development is a relatively straightforward one. It gets more complicated when it comes to the real-world problem of deciding what to do next. There’s never enough resources or time to do all the new product development (NPD) ideas required, so…

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Business · Mar 16, 2020

Video: Working with Scaleups – How to structure the team to dramatically increase engagement

To grow their profitability, companies need a great product, a great relationship with key stakeholders and a vast adoption. This blog describes the structure organizations need to facilitate the adoption of a new and innovative product. If you operate in a smaller organization, or if the product is designed to be used by…

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Business · Mar 10, 2020

The importance of customer feedback for eCommerce platforms

Amazon wants to improve its customers’ experience by presenting them only with high-quality products. How are eCommerce platform planning on assessing products’ quality? Customer feedback. This means that if brands do not analyze online reviews and optimize their products accordingly, they will soon be excluded from one of the largest eCommerce platforms.The company…

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Business · Mar 09, 2020

Video: Working with Scaleups – Why enterprises can hardly innovate without external help

Today the majority of changes and improvements that happen to large companies are related to the adoption of new technologies. Sometimes these technologies are developed by external providers, which are specialised in their own domain. By working with a specialised vendor, the company saves a lot of time that would be normally spent…

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Business · Mar 02, 2020

Video: What is the biggest limit of data science teams in an enterprise?

If we think about innovation today, the first thing that comes to our mind is probably related to information technology, complex software, and hardware. If we think about the word “innovation” inside a company, we are therefore pushed to think about the IT department, and we sometimes believe that all the new good…

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Business · Feb 26, 2020

Video: Working with Scaleups – Why Scaleups can innovate faster than enterprises

It’s a common misconception to think that large companies can build everything with their own resources, just because of their size and funds. Some startups and scaleups achieve incredible results with very small teams, in a short period of time. Why? There are many reasons, but probably the most important ones are the…

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Business · Feb 25, 2020

Video: Working with Scaleups – How to identify the right pilot project for your company

Enterprises must work with smaller and more innovative companies. This might be the only way for them to innovate, and stay competitive.If you enjoy this type of videos, subscribe to Riccardo Osti’s channel in YouTubeGenerally, it is quite easy for a startup and an enterprise to start a collaboration. This is mostly…

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Business · Feb 19, 2020

An Interview with Nelly Bonfiglio

How did they do it? This series aims to inspire and aid true customer-centricity, and highlight the implemenation and integration of customer experience and the voice of the customer in different sectors and industries.In the third installment of Wonderflow’s…

Introduction Image for an interview with Luigi Matrone

Business · Jan 06, 2020

An Interview with Luigi Matrone

How did they do it? This series aims to inspire and aid true customer-centricity, and highlight the implemenation and integration of customer experience and the voice of the customer in different sectors and industries.In the second instalment of our…

customer reviews

Business · Dec 31, 2019

Video: Why it’s hard to get many customer reviews

Reviews represent the number one factor that influences the purchase decisions of future customers. 90% of customers say that reviews have played a crucial role in their decision-making.If you enjoy this type of videos, subscribe to Riccardo Osti’s channel in YouTubeAt the same time, reviews are the most useful source of insights…

Customer Churn rate

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…

Text analysis examples

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 popular subject now and in its various forms, it is used in many organisations. However, when we talk about text analysis, we are…

measuring customer satisfaction

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…

Customer Lifetime Value

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…

An Interview with Joost Niepoth

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…

top KPIs customer-centric companies

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…

cost center to profit center

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…

analyze customer data

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…

360 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,…

Customer feedback at scale

Business · Nov 04, 2019

How enterprises should analyze customer feedback at scale

Most businesses that have engaged in any kind of market research will accept that understanding customers is critically important but often very hard. Market research is often a statistical exercise, and consumer sentiment is notoriously tricky to pin down. Most will also be aware there is a considerable resource in customer feedback as…

Employee Engagement

Business · Oct 29, 2019

Video: Do you feel unheard at work? Here’s why.

Today’s companies have a couple of big problems: they struggle to interpret what customers say, and they are unsuccessful in understanding what employees want. Recent research shows that only 13% of employees around the world are actively engaged at work. This number is terrible and perfectly describes the situation where the vast majority…


Business · Oct 22, 2019

Video: Will AI steal our jobs?

Will AI steal our job? Yes, no doubt about it. As an AI (Artificial Intelligence), deep tech company, people ask whether our product will replace humans at work, or if they will be able to keep their jobs. So, I decided to make this video to tell you the truth. At the end…


Business · Oct 15, 2019

Video: Top 5 common mistakes companies make with KPIs

Today we talk about KPIs, key performance indicators. It is undeniable that the right use of KPIs can help managers make informed decisions about the future of their company. But that’s today’s focus: “the right use of KPIs.” Just using them is not enough to get insights. A manager has to know how…

Predictive Analytics Tools

Business · Oct 03, 2019

34+ Leading Predictive Analytics Tools In 2019

Searching for a predictive analytics tool, augmented analytics tool or analytics platform that can help you make sense of your data? You’re in the right place! We’ve done the dirty work, and curated an exhaustive list of 34+ leading predictive analytics tools for you to check out. There are tools to suit every…

Business · Oct 01, 2019

Video: 20 Natural Language Processing Examples For Business

Want to learn more about NLP, and its many uses? In this video, Riccardo shares 20 natural language processing examples across a wide range of industries. If you are a subscriber of this channel, the term Natural Language Processing (also known as NLP), won’t be new to you, however… If this is the…

App Reviews

Business · Sep 26, 2019

Video: How To Leverage App Reviews To Increase Revenue

Here, we will describe the customer feedback loop that you need to build and execute in order to successfully launch and grow your app. It doesn’t matter if you work for a big brand with apps that generate millions of downloads, or if you are a solo developer. The process would remain the…

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Business · Sep 16, 2019

Video: How To Move From A Product-Centric to A Customer-Centric Organisation

Companies are increasingly seeing the value of adopting a customer-centric approach and putting their customers at the heart of all they do. In this video series, Wonderflow’s Bram Weerts will share helpful tips on how to move from being a product-centric company to a customer-centric one. What we will cover: What is customer-centricity…

Business · Sep 12, 2019

How Augmented Analytics Tools Will Change The Way We Work

There are plenty of business intelligence platforms in the market, and as of late, we’ve seen more and more augmented analytics tools popping up. That aside, augmented analytics has also been lauded by several leading research firms and companies. Gartner, for instance, says that this particular approach is the “next wave of disruption…

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Business · Sep 11, 2019

An Interview with Fabio Costa

How did they do it? This series aims to inspire and aid true customer-centricity, and highlight the implemenation and integration of customer experience and the voice of the customer in different sectors and industries.In today’s Wonderflow’s interview, we speak…

Video: Analyze Customer Feedback With NLP to Get Actionable Insights

Business · Aug 27, 2019

Video: Analyze Customer Feedback With NLP to Get Actionable Insights

Most companies have more sources of customer feedback than they realize. Customer surveys and reviews aside, call logs, support tickets, and brand mentions on social media all are customer feedback, rich with insights. Many of the world’s most successful enterprises have automated the entire process of gathering and analyzing their customer feedback…

20 Natural Language Processing Examples For Businesses

Business · Aug 15, 2019

20 Natural Language Processing Examples For Businesses

If this is the first time you’re hearing about Natural Language Processing (also known as NLP), this basically deals with using machine learning to derive meaning from human languages. Now, this might seem like pretty innovative, cutting edge technology, but the truth is that NLP is something that’s been part of our lives for years now. In fact, consumers from across the globe interact with NLP on a daily basis, without even realizing it. Want…

How to build a customer-centric culture

Business · Aug 13, 2019

Video: How to build a Customer Centric culture

In this day and age, where the customer is king, companies simply cannot afford to slip up when it comes to customer service. Offend a customer, and you could easily have your name plastered all over social media, and dragged through the mud. But delight a customer, and you might find your brand…

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Business · Jul 25, 2019

Making The Move From A Product-Centric To A Customer-Centric Organisation

Back in the day, most MNCs and enterprise companies relied on product-centric approaches, and focused their efforts on developing new products by leveraging technology or specialized skills. These days, however, companies are increasingly seeing the value of adopting a customer-centric approach, and putting their customers at the heart of all they do. Thinking…

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Business · Jul 18, 2019

Analyzing Customer Feedback With NLP to Get Actionable Insights

Most companies have more sources of customer feedback than they realize — customer surveys and reviews aside, call logs, support tickets, and brand mentions on social media all count as customer feedback. Now, if you’re not analyzing your customer feedback to come up with actionable insights, you’ll want to start doing this, ASAP….

Data science specialist interviews

Business · Jul 16, 2019

Talking about Data Science: an interview with Kire Hajba

Special guest Kire Hajba, a Data Science specialist, joins Wonderflow CEO Riccardo Osti to talk about data science. Kire has more than 10 years of experience in the specific field, working for firms like ST-Ericsson, Ever Near, LogiVision, TomTom and Palo Alto. Watch the interview to learn some of the best applications of Data Science and how the market is expected to use it. If you would like to learn more about this topic, subscribe…

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Business · Jul 11, 2019

Who else will benefit from Consumer Feedback Analysis in your Company

Consumer insight teams aside, other stakeholders in your company should benefit from consumer feedback analysis. In this video, Wonderflow CEO Riccardo Osti shares why product marketers, research and quality control teams, customer service teams and business, and market intelligence teams should be working with consumer feedback analysis too. Product marketers With access to consumer insights, product marketers can get to know their customers like the back of their hands. To be more specific, these insights…

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Business · Jul 11, 2019

How To Build A Customer-Centric Culture – 15 Strategies You Can Implement Today

Look around you, and you’ll find that some of the most successful companies (Amazon, Zappos, Hilton) are customer-centric. In this day and age, where the customer is king, companies simply can’t afford to slip up when it comes to customer service. Offend a customer, and you could easily have your name plastered all…

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Business · Jul 03, 2019

How Consumer Insights Teams Can Leverage Text Mining Techniques

Text mining sounds like a fancy term, but the concept behind it is pretty simple. In a nutshell, this involves using machine learning technology to extract valuable information from text-based data (product reviews, emails, call center data, and more). The strategy of text mining is used widely by consumer insight teams, and it can help product marketers and researchers understand their customers’ pain points, how customers use certain products, and more. Want to learn more…

metrics for consumer-centric management - wonderflow

Business · Jun 19, 2019

The metrics for customer-centric management

Today we will explain which are the key metrics that you need to adopt if you really want to become customer-centric. In the very first video on our channel, we explained: how both product and customer-centric companies have the goal to maximize shareholders value, but they try to get there in different ways. We know that customer-centric companies build their success on relationship expertise. In this case, managers main goal shouldn’t be just revenue, but…

Business · May 20, 2019

Come la sentiment analysis può aiutarti a migliorare i tuoi prodotti

Probabilmente avrai già sentito parlare di sentiment analysis, ma sei a conoscenza dei vantaggi che questo tipo di analisi può portare all’interno della tua azienda? La sentiment analysis, anche conosciuta come opinion mining, consiste nell’analisi di un testo con il fine di analizzare e classificare le informazioni contenute nello stesso. Questo tipo di analisi può rivelarti moltissime informazioni sui pensieri e sulle opinioni dei tuoi clienti.  Una volta spiegati i vantaggi della sentiment analysis, mostreremo…

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Business · May 20, 2019

Passare da un’organizzazione incentrata sul prodotto a un’organizzazione incentrata sul cliente

In passato, la maggior parte delle multinazionali e delle aziende si affidava ad aprocci incentrati sui prodotti e concentrava i propri sforzi sullo sviluppo di nuovi prodotti sfruttando la tecnologia o competenze specializzate. In questi giorni, tuttavia, le aziende vedono sempre più il valore di adottare un approccio incentrato sul cliente e di…

Business · May 20, 2019

12 esempi di NLP: Come viene utilizzato il Natural Language Processing

L’Intelligenza Artificiale (IA) è un tipo di tecnologia che è diventato estremamente popolare. IA ha la potenzialità di rendere il supporto clienti automatico, di migliorare la customer experience e di analizzare feedback. Implementare IA nelle aziende può sembrare difficile, ma non lo è affatto.  Natural Language Processing (NLP) è una forma di…

do customers review and recommend - wonderflow

Business · May 16, 2019

Do Customers review and recommend your products?

You know we are big fans of consumer reviews for several reasons, and we often use them as the playground for the exercises that we run. Today we keep going on this track. Today we run a quick exercise that can have a terrific impact on the effectiveness of your marketing strategy. Today we want to figure out if consumers review and recommend your products or not. Let’s get started, follow these steps: Step 1:…

react on reviews - wonderflow

Business · May 13, 2019

React on Reviews – Quick wins with customer feedback

For the first episode of the series Quick wins with customer feedback, our CEO Riccardo Osti proposes a simple exercise that might be incredibly helpful for you to start making actions from online reviews. We expect you to perform a simple analysis of your customer feedback in one of your sources, such as Amazon, Bol, or even Trip Advisor. Take some time and see that this simple exercise will provide you important insights on how…

most important source of customer feedback in 2019 - wonderflow

Business · May 02, 2019

The most important sources of customer feedback – part 2

The world has changed, and everybody knows it. However, Market Research is still made in the same way we used to do 60 years ago. Does that actually make sense? If you are watching this video, you’ve probably watched the first part, which you can find here. Now, we continue explaining some other important sources of customer feedback for 2019: Facebook and YouTube. Hello everyone, I am Riccardo Osti and on a daily basis I…

the most important source of customer feedback in 2019 - wonderflow

Business · Apr 29, 2019

The most important sources of customer feedback (PART 1)

The world has changed, and everybody knows it. However, Market Research is still made in the same way we used to do 60 years ago. You can learn more about it in this video, where we explain why traditional market research, alone, is not enough anymore. In our current reality, customers can deliver customer feedback in a more accurate way, spontaneously. Actually, they do it every day. Curious to know how? So please, enjoy the…

4 reasons why consumer feedback is essential for logistics industry - wonderflow

Business · Apr 11, 2019

Why Customer Feedback is essential for Logistics Industry

Last week, we talked about how to calculate the ROI of Customer Feedback for Logistics. However, you might wonder how can we see this value from another perspective. In today’s video, our CEO Riccardo Osti will help you understand the value of Customer Feedback for the Logistics Industry. Within this sector, consumers have plenty of touchpoints with the company, and every single feedback counts in order to be more consumer-centric. In a competitive market, companies…

roi of customer feedback for logistics - wonderflow

Business · Apr 08, 2019

ROI of Customer Feedback for Logistics

If you work for a Logistics company, this video is for you. Last week, our CEO explained the ROI of Consumer Feedback for the Consumer Electronics industry. Today, he will help you to calculate it for the Logistics industry. For logistics, we understand every company that manages to deliver something from a point of origin to a point of consumption. Within this industry, there are several touchpoints between client and companies through their customer journey….

ROI of Customer Feedback for Consumer electronics

Business · Apr 04, 2019

ROI of Customer Feedback for Consumer Electronics

If you work at a Consumer Electronics company, this video is for you. In our CEO’s YouTube channel, we make plenty of videos about Customer Feedback and the value it has for different sectors and verticals of a company. In today’s video, Riccardo Osti will explain to you mathematically how to calculate the ROI of Consumer Feedback within this industry, by different perspectives. This means you will be able to see through numbers the Return…

consumer feedback analysis - wonderflow

Business · Mar 21, 2019

Who will benefit from consumer feedback analysis

Consumer Feedback Analysis can play an important role in a company, allowing different departments to get valuable insights. A few weeks ago we published this video to show how important it is for Product Marketers. But they are not the only ones. In today’s video our CEO Riccardo Osti will tell you how different departments can take advantage of Consumer Feedback to improve their performance. How do you feel Consumer Feedback could improve your job?…

Business · Mar 18, 2019

How to Collect and Analyze Employee Feedback to Increase Satisfaction

Employees spend most of their time at work — that’s why they expect to be happy doing their jobs. Happiness in the workspace is not just something employees dream of. They actively hunt down jobs that will bring them joy, even if it is at the expense of a higher paycheck. This search…

5 reasons why reviews are essential for ecommerce - wonderflow

Business · Mar 18, 2019

5 reasons why reviews are essential for e-commerce

A few weeks ago, our CEO Riccardo Osti made a video about the importance of reviews for traditional retail. Today, he’ll explain the importance of reviews also for e-commerce businesses. They are not only extremely valuable for the products, but for the online stores themselves. As you’ll see, this happens for several reasons: They create trust, They are freely generated, They represent a great point of interaction, They help SEO and finally, They help to…

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Business · Mar 18, 2019

Come raccogliere ed analizzare il feedback dei dipendenti per migliorare la loro soddisfazione

I dipendenti passano la maggior parte del loro tempo in ufficio, e per questo motivo hanno bisogno di un lavoro che li renda felici. La soddisfazione nel posto di lavoro non è solamente un sogno per i dipendenti. Infatti, sempre più persone cercano impieghi più soddisfacenti, anche a costo di ricevere uno stipendio più basso. La ricerca della soddisfazione nel posto di lavoro può costare cara alle aziende che non hanno una forte cultura aziendale. Infatti,…

why market research is not enough - wonderflow

Business · Mar 14, 2019

Why traditional market research alone is not enough

Market Research started to be put in practice in 1930, in United States. Back in those days, advertisers started to realize the significance of demographics for creating successful campaigns. Of course the resources were limited, so the solution they could implement was, for example, organizing focus groups, running face to face interviews, or sending questionnaires. Nowadays, companies keep conducting Market Research the same way they did decades ago. Even though technology has made huge improvements…

3 things all product marketer should know - wonderflow

Business · Mar 07, 2019

3 things each product marketer should know

If you are a Product Marketer or are interested in this field, this video is for you. By watching it you’ll learn which are the three essential things that each product marketing person should know to have enough evidence and make the right decisions. This will help you to have more satisfied customers since you’ll learn how to deliver the message they need to hear. It’ll also allow you to beat your competitors, by using…

Customer Feedback Management

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…

manage customer feedback correctly - wonderflow

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…

how is e-commerce influencing traditional retail - wonderflow

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…

how to monitor and manage a retail network - wonderflow

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…

why you should stop asking questions - wonderflow

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…

why is e-commerce winning against retail - wonderflow

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…

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Business · Jan 07, 2019

How to Become a Customer-Centric Organization: An Introductory Guide

Being a customer-centric organization is something of a trend lately, but it takes more than a few staff meetings or customer surveys to truly become one. Some of the world’s most popular companies have been working on their customer centricity strategy for decades—and they have the results to show for it. This introductory guide will cover customer centricity and why it’s necessary for any business. We’ll also cover some different customer-centric brands and their unique…

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Business · Dec 17, 2018

12 NLP Examples: How Natural Language Processing is Used

We have written an updated version for this blog, with even more examples. Be sure to check the new blog here!   Natural Language processing and AI – AI technology for businesses is an increasingly popular topic…

Business · Dec 12, 2018

Review of the week: Polar watch Vantage V

You’ve probably heard the term sentiment analysis before but never really took much notice of how important it can be for your company. Wonderflow offers many tools that help brands discover the “why” behind customer feedback (ex. Why do customer dislike X feature?). This is because the language people are using can be mined to discover their true emotions and the intent in their sentences. With this information, you can gain a real understanding of…

Business · Dec 05, 2018

The Best Survey Method: 11 Experts Weigh In

What’s the best survey method? Is there a top choice when it comes to collecting valuable feedback from your customers? As a platform that helps many enterprise companies make sense of feedback and reviews, we were curious to find out if there really is a specific method that brands find most effective. That’s why we reached out to a group of marketing and customer experience professionals with one simple question: “What is your top survey…

Collecting feedback

Business · Nov 14, 2018

10 Sentiment Analysis Examples That Will Help Improve Your Products

You’ve probably heard the term sentiment analysis before, but perhaps never really took much notice of how important it can be for your company. But you should. The term refers to mining the opinions of your customers. If done properly, sentiment analysis can reveal gold mines inside the thoughts and opinions of your customers. There are dozens of different ways you can mine customer opinions. Once we’ve explained the perks of sentiment analysis, we’ll show…

Business · Nov 13, 2018

Text analysis and modern market research methodology

Our methodology Since day one we specialised in making complex text analysis simple and accessible by everyone. We strongly believe that learnings from consumer data should be on everyone’s desk, and not filtered by technical people. As a consequence, we developed technologies and processes that make the life of corporates much easier than before. In the last years, we already transformed 20 of the Fortune1000 become consumer-centric and adopt a modern market research methodology. What…

360 customer feedback

Business · Oct 30, 2018

50+ Focus Group Questions to Ask for Valuable Customer Feedback

A focus group can be extremely helpful to get into the mindset of your customers and receive genuine, helpful feedback for your company. Using a focus group over other methods of customer feedback will allow you to have a full, multi-participant discussion about your product – versus stagnant answers on a computer screen. It will also allow you to interact with your customers and drive the conversation towards your specific, desired outcome. Like reviews, focus…

Business · Oct 30, 2018

Customer Experience Analysis: 5 Steps to Happy Customers

Over the years, technology has brought businesses closer and closer to their customers. Companies can send an email, pop up as an ad on a social media feed, make sales calls, send notifications straight to a smartphone, and engage in any number of other activities that bring a business into a customer’s life. Because of this, it’s simpler than ever for customers to provide feedback on the services offered by all of the brands they…

consumer insights

Business · Jul 19, 2017

Start Using Consumer Insights to Influence your Advertising

Our world today is constantly changing. Customers are continuously moving to new platforms every day and brands are having to build cross-platform experiential channels to meet that migration. Given such a rapidly evolving and digitally connected world, the onus is on the brands to authentically reach out to their customers, else they risk losing them in the long term. They can be learned mainly through Consumer Insights. The upsides of viral videos are numerous which…

how to predict what customers will buy - wonderflow

Business · Mar 22, 2017

How to predict what customers will buy with feedback

With a revenue of over $135 billion, Amazon has become the world’s largest online retailer and continuously drives record-breaking sales. They have reached this type of success by building expertise in operational perfection, platform optimization and a high percentage of repeated purchases across various product verticals. An integral part of driving customer purchases is using insights from customer feedback about customer preferences and behavior patterns to trigger repeat sales. It can be used for optimizing…

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Business · Mar 10, 2017

Types of Customer Feedback Analysis

In an age where there is an abundance of data, brands need to apply different approaches to customer feedback analysis in order to understand the next steps necessary to foster their growth. There are a variety of metrics that can be evaluated from customer feedback such as brand reputation, product perception, and customer satisfaction. Each metric can help brands understand how to meet customer expectations by making the right improvements to their product and learn…

online reviews - wonderflow

Business · Mar 06, 2017

The Potential of Online Reviews for Businesses

Over the past few years, the importance of online reviews has only increased in magnitude. Since ages, people have relied on recommendations, feedback and reviews for day to day decisions. From the best deal at the nearest supermarket to the newest movie released last week, word of mouth has always played an important role in influencing decisions of the masses.   It should not come as a surprise that in today’s highly digitised world, product…

how are amazon vine reviews different? - wonderflow

Business · Nov 21, 2016

How Amazon Vine reviews differ from non-Vine reviews?

By now, you probably understand the value of online product reviews for your brand. They provide you with tons of insightful information about what your consumers really perceive your products. You most likely have heard about Amazon Vine, an initiative in which Amazon invites some customers to write reviews of products they receive for free from participating vendors. This practice is known as incentivized reviews. If you want to know more about what you can…

Business · May 04, 2016

What Drives Consumers to Write Product Reviews?

If you ever search through e-commerce sites like Amazon you might find it surprising that there can be more than 1,000 reviews on an extension cord ( and only a handful of reviews for the TV that some consider the best to buy this year. Does it raise important questions such as what drives consumers to write a review? Is it because of the product itself or is there something more to it? Clay Shirky,…

Business · Jan 15, 2016

Banks Online Reviews: why they are important

A few years back, only the ones close to you would have heard about the terrible or amazing experiences you had with a brand. Now, you can find it all over the web. This transparent way of communicating allows anyone across the globe to read about what you have to say. And the financial sector is not an exception: banks online reviews are essential to become a customer-centric organization and gain market share. Online reviews…

Business · Apr 07, 2015

How 3D Printers Will Compete with Manufacturers

It has made an entrance into consumers home and the question is what will it bring? 3D printers are not typically a new technology, being first introduced in the 1980s for manufacturers as a fast and cost-effective method for creating prototypes. The 3D products are created by laying down successive layers of material in a printer until the entire object is made. It has become an essential tool for industries such as aerospace, automotive, medical,…

Business · Jan 29, 2015

Reviews to drive research and sales

Why should brands analyse reviews to build better products? Because customers write what they need inside reviews. When marketers had a much more product-centric approach, consumer reviews were not considered so important. They soon realised that is needed to listen more carefully to what customers say in order to minimise the risk of…

Business · Jan 13, 2015

Revolutionary R&D from consumer reviews

We can summarise our previous post by saying that stores use reviews to sell more and build trust, while brands use them to create marketing campaigns. However, I can tell that they’re still not getting the best out of them. Indeed, why on earth don’t brands use reviews to build better products? Read about how to revolutionize R&D from consumer reviews. Let me give you a short example: Enterprises make several blind tests, market researches…

why you shouldn't do it in house - wonderflow

Business · Mar 28, 2019

Why you should stop building in house solutions

What sounded like the best alternative, might end up being a nightmare. In today’s video, our CEO Riccardo Osti will explain why corporations shouldn’t build in house solutions. If you believe it will save you time, money, and will allow you to have a better product, you might be terribly wrong. In fact, outsourcing solutions may prevent you from entering in a field where you don’t have any experience and saving time and money from…

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Business · Sep 23, 2019

How To Turn Consumer Insights Into Actionable Results

If you’re struggling with making sense of your data and turning consumer insights into actionable results, you’re not alone. The process of collecting, cleaning, and analyzing data is by no means easy, and while 85% of companies say that they’re trying to be data-driven, only 37% of those companies count themselves as “successful”…