Beyond Philosophy
JUNE 11, 2015
If you have someone paying one price and another customer with a coupon paying a different price, the perception of the brand is becoming fractured. Be pragmatic in terms of technology and analytics. Airlines, as well, are doing their part to diminish the perceived value of their customer loyalty programs.
Tethr
NOVEMBER 13, 2020
Here’s the concern with most companies touting their customer sentiment analysis tool for scaling customer listening or improving customer satisfaction, service quality and customer experience: they fail to mention that “sentiment analysis is merely one of the first and easiest steps in analyzing customer experience ,” explains Tom Shepherd, Ph.D.,
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Pointillist
MAY 23, 2018
More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.
Eptica
NOVEMBER 12, 2019
In general, it tends to be biased towards brands that make people feel pleasant or “happy” Usually, this translates into high NPS scores for companies that are service-focused (such as Virgin Atlantic and Zappos) or service-related (like Southwest Airlines and Amazon). People can be contradictory and complex.
Pointillist
OCTOBER 22, 2018
The most impactful uses of artificial intelligence help you to better understand the different types of customer data gathered and make better sense of it. Use AI-based Text Analytics to Analyze Customer Feedback. Text analytics adds context and color to the information you receive through your customer experience metrics.
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