Matti Airas
Matti Airas
My main mission during the last three years have been trying to figure out how free-form text feedback (social media, forums, NPS, transaction queries etc.) analysis can improve overall customer satisfaction. Specialities: Customer Experience Management, Text Analytics, Internet applications and services, mobile applications, customer development and sales, management and startups.
12 Enterprise Insight Process Implementation Steps
INTRO In today’s fast-paced business environment, consumers’ low tolerance for a bad product or service experience quickly leads to a decision to choose from a...
No, I am not willing and able to recommend your service
How not to implement the Net Promoter Score process As consumers, we are currently inundated with recommendation surveys. Top management interest (it is so...
Seven Steps to Actionable Insight from Real-Time Multi-Channel Feedback Sources
While market research in the form of sample-based solicited feedback is still a crucial tool for product testing, making market-entry decisions, and in overall...
How to develop a solid foundation for your Customer Experience Management process
Without a solid foundation, you might have to tear the house down. The most expensive mistake you can make while building a house is taking...
Actionable Insight Wanted: Why whole comment sentiment is not enough
How many times have you been to a job interview, had a good discussion with the interviewer and been contacted the following week to...
Customer Feedback Analysis and a Service Recovery Program: Crucial Elements in Preventing Customer Defection
No matter how great a product your company provides and no matter how carefully you safeguard against faulty products, things go wrong: delivery systems...