Agi Marx
How to leverage your customer insights for growth in 2019
Source: Shutterstock. If you have a big growth goal to reach in 2019, you can leverage your customer insights from your Voice of Customer (VOC) data to achieve it. And on the flip side, if you have already invested in a VOC initiative, there are...
Customer feedback analysis 101: What’s the best way to analyze vast amounts of feedback?
Source: Shutterstock. Do you have a lot of customer feedback collected but don’t know exactly what to do with it? Maybe you’re debating whether to hire a data scientist in-house to analyze it all manually, or go the agency route? Perhaps you’ve heard about text…
Customer retention analytics: 5 strategies to reduce churn with data
Source: Shutterstock. Think customer loyalty programs are all about getting generic discounts, points and rewards? Think again. That was the old school way of doing things. Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. So, let’s…
Voice of the customer: Why you need it and how to start your VOC...
Source: Shutterstock. In this blog, we’ll discuss how to understand your Voice of Customer (VOC) feedback and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? Then, how do you use...
Why invest in the Net Promoter Score?
Source: Shutterstock. Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? The debate is rife amongst NPS evangelists and those who are more doubtful, so here I share some examples of companies who have invested in NPS...
8 leadership strategies to create a high performing team
Source: Shutterstock. As a business leader, you want a high performing team that is there no matter what. Needs no drilling, committed to the job, and constantly learning and improving. Many leaders, regardless of industry, would agree that having the right attitude is more important...
How to combine science and emotion for Customer Experience success
Source: Shutterstock. Recently we spoke to Customer Experience (CX) legend Maurice FitzGerald, the former VP of Customer Experience at HP, author of 4 books on the subject of customer experience strategy and Net Promoter Score, and global keynote speaker. These are the highlights from our…
Deep-dive into customer feedback for 4 luxury brands – what can they improve?
Source: Shutterstock We’ve used the AI powers of Thematic to see whether we can find any juicy insights in customer feedback, and here’s what we found. We’ve analyzed 16335 publicly available online reviews for 4 brands which often come to mind when thinking “luxury, global...
2 things your business needs to support customer retention
Source: Shutterstock There are a few things you can build into your business model to simplify customer retention in the long term, apart from the obvious cross-sell and upsell opportunities. 1. Building a subscription into your business Somewhat easier to accomplish for service-based businesses ishaving…
How to influence mangers for Voice Of Customer: speak in your stakeholder’s language
Source: Shutterstock 9 out of 10 customer experience professionals’ lives will change after reading this blog.* Getting buy-in for your voice of customer (VOC) program can be tough. As a voice of the customer leader, you often battle with influencing stakeholders internally, to be...
Top 5 tips to prevent customer churn from keeping you up at night
Source: Shutterstock How do you keep people excited about your product or service? These top customer retention tips can help decrease your customer churn over time and earn you more loyal customers. 1. Focus on making customers lives easier You might be surprised to learn…
6 ways to customer retention – with the least effort, most impact
Source: Shutterstock How to achieve a high customer retention rate? It’s pretty much common knowledge: To achieve the most impact, work on the 20% that matters, that which will make the biggest difference. You can apply the same principle to customer retention. The least effort,...
10 insider customer experience tips, according to Shep Hyken
Shep Hyken knows a thing or two about customer experience. He needs no introduction in industry wide circles, but in case you’re not familiar with his name: Shep is an award-winning customer service and customer experience speaker, a New York Times and Wall Street...