Alyona Medelyan

How to unlock the drivers behind your CX performance using Text Analytics

Many organisations, large or small, gather customer feedback to improve their CX efforts and ultimately their bottom line. But gathering feedback alone can’t make much of a difference. We need to analyze our feedback to discover insights that inspire us to drive action at...

Why customer feedback is critical for digital transformation in 2020

Digital transformation is one of those terms that has been taking the corporate world by storm for the past years. Like it or hate it, it’s here to stay. Here is proof from Google trends showing the growing popularity of the search...

Does it matter which customer experience metric you choose?

Are you responsible for measuring the progress in improving customer experience? If yes, I’m sure you needed to come up with a rationale on which metrics to choose for this: Is it an all ubiquitous Net Promoter Score (NPS), the traditional custome...

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 a SAAS startup out of college because I hadn’t quite figured out what I wanted to be when I…

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 the best thing about it is, you can even use Excel to create these visualizations – if you represent the...

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 can use this metric to compare your customers’ brand loyalty against those of your competitors’ customers. NPS is not just...

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 probably did! We get it! Coding open-ended questions is a tedious task. Word clouds are an easy but poor alternative.…

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 new metric that would help measure and assess customer satisfaction – the Net Promoter Score or NPS. Reichheld and…

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 finding an insight? When is an insight actionable? Can data analysis deliver them? Let’s get to the bottom of this...

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 positive experiences. Brands do too! "People will forget what you said, people will forget what you did, but people will…

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