Alyona Medelyan

Guest Interview: Jeremy Watkin, Customer Service Leader at FCR

imagecredit Can you briefly explain your background and current role in the customer service industry? I more or less happened into a customer service role at...

Visualizing Customer Feedback: Three Alternatives to Word Clouds

imagecredit Earlier this year, I have written about why word clouds suck. Is there a better way of visualizing customer feedback? Yes, there is, and...

Net Promoter Score: Executive’s Guide and Case Studies

(photocredit) The best way to acquire new customers is through recommendations. Net Promoter Score or Net Promoter System measures these recommendations. In many industries, you...

Text Analytics for Surveys: 5 Reasons to Start Getting Meaningful Customer Responses

image credit Have you thought of using text analytics for surveys? If you ever had to read hundreds of customer responses to open-ended questions, you...

How to Perform an Effective Net Promoter Score Analysis

Is your Net Promoter Score Analysis effective? U.S. companies lose about $41 million every year due to bad customer service. In 2003, Fred Reichheld developed a...

Actionable Insights: Can Data Analysis Software Deliver Them?

When it comes to making sense of data, getting actionable insights is the holy grail. But what does this even mean? When is a...

Customer Sentiment Analysis: Explained In Simple Terms

Have you always been wondering what customer sentiment analysis stands for? Let's get to the bottom of it. But first, let's set some context. Customers want...

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