Migs Bassig
How Reviews-Focused NLP Facilitates Discovery of Customer Insights
When used effectively, new technological innovations can shape the way companies understand and manage the customer experience. Natural Language Processing (NLP) technology is one such innovation that can facilitate the discovery of significant customer insights in a small amount of time. Why Natural Language Processing...
Your 2018 Customer Feedback Cheat Sheet
“We care deeply about our customers.” “We put our customers first.” Or: “We ❤️️ our customers.” You’ve probably seen more than a fair share of brands use these taglines or some other similar phrase in order to profess their undying, indissoluble love for their...
Customer Service vs. Customer Experience: Do You Really Understand the Difference?
So many companies are talking about customer experience (CX). They’re putting it at the top of the corporate agenda. They’re creating new positions within their organizations and hiring customer experience representatives. They’re making CX software part of their investment priority. And they’re viewing customer experience...
16 Keys to a Successful Customer Feedback Survey
An effective customer feedback survey is a great tool for collecting valuable information from your customers. By requesting feedback through surveying, you can: Find out what customers really think and how they really feel about your company Achieve a more accurate and complete understanding of…
In Finance, Customer Service Can Make (or Break) Your Company’s Reputation
Reputation is a powerful business currency in banking and financial services. But reputational crises continue to encumber firms. In a survey by Ernst & Young, respondents said reputation was one of the most important factors in deciding whether or not to trust a financial services...
5 Companies with Envy-Worthy Customer Experience
Have you ever wondered which companies today are able to deliver the most outstanding customer experiences? With customer experience (CX) emerging as one of today’s most important business benchmarks, it’s useful to understand how winners and losers are determined by their ability to manage, measure,...
Improve Your Customer Experience in 2017 in 5 Simple Steps
Delivering the best possible customer experience has become a top priority for companies today, with many considering “CX” as their most important business benchmark. And for good reason: customer experience has consistently proven to be a key growth driver and competitive differentiator. Finally making CX…
6 Keys to a Successful Customer Experience Management Program
Great customer experience leads to increased loyalty, lower churn, more referrals and positive word of mouth, and higher-value customers. It’s no surprise that in recent years, customer experience management has emerged as a key strategy for organizations across a wide variety of industries. Marketers...
Got a 1-Star Review? It’s Your Lucky Day.
Negative online reviews, low ratings, and critical customer feedback are bad for business. Right? Research studies back it up. According to Cone Communications, 4 out of 5 consumers reverse their purchase decisions based on negative reviews. Even the latest research from the Local Search Association...