Customer experience professionals live in a world overflowing with data. Sitting on that wealth of information is frustrating when you know it has incredible potential. If you are tracking CX metrics, like NPS or CSAT, the numbers help you quantify customer loyalty and satisfaction. But it’s the customer comments that come with those surveys, all […]
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CX Paradox: Valuable text analytics models don’t need to be 100% accurate
The last few years have seen an explosion in companies adopting artificial intelligence (AI) and machine learning (ML) solutions into their business pipeline. Huge advancements in applications of this technology in the customer experience sector are giving CX teams an edge when it comes to improving customer experience. Natural language processing (NLP) has made it possible […]
How to Train AI to Analyze Your Customer Feedback
Customer comments are the lifeblood of any CX program, giving you the “why” behind customers’ NPS, CES, and CSAT scores. But until recently, it’s been nearly impossible to make sense of feedback from hundreds of customers at a time. Using artificial intelligence (AI) to automate text analysis gives you the consistent and fast insights you […]
Why I Love My Unhappy Customers (and why you should, too!)
“You Guys Suck.”
Yup, I’ve gotten that feedback from a customer. And I’ve learned to cherish it. Here’s why I love my unhappy customers.
4 Interesting Ways Slack & Other Brands Use Net Promoter Score Data
Think of NPS, or Net Promoter Score, like rocket fuel. If you leave it alone, it won’t do much. But when you load it into a responsive, proactive, customer-driven company: blast off.
How to Automate Closing the Loop on Customer Feedback
Gearing up to launch a customer experience management program can be a huge project. Companies often struggle with survey deployment, in particular, software marketers that want to gather feedback from users inside their application. Marketers often have to wait in the dev queue to add code to the product to enable a survey. And, when […]
Our Top 5 Blog Posts in 2015: Boosting Customer Happiness with Net Promoter Score
We launched the Wootric blog in 2015 to educate online businesses about using Net Promoter Score to align teams around boosting customer happiness, and to tell our own story of growth. These five posts were the most popular this year. Did you miss any of them? Here is your chance to click and read!
How a CRM Helps Startups and SMBs Boost Brand Reputation
This post is contributed by the Insightly Content Team. With a combined experience spanning more than two decades, the Insightly content team writes about a wide variety of topics for the small business and startup community, including how to use CRM to improve your bottom line. Read more @insightly.com/blog. Customer Relationship Management (CRM) solutions are […]
Feedback: Bagels and the Art of Real-time Customer Listening
Feedback is a powerful concept. The word itself sets you up for improvement—even success. And, so, for your online business (as a software-as-a-service (SaaS) provider with customers, a blogger with an audience, or an e-commerce product with a market), you want to solicit—heart-in-hand—feedback.
Wootric + Intercom: Closing the Net Promoter Score Loop
Here at Wootric we’re big fans of Intercom. We use it ourselves to have meaningful conversations with our customers. Not surprisingly, our customers also tend to share the same passion for reaching their own customers in product, in the experience.
