Matti Airas

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 wide variety of competing products. This increases the need for real-time feedback analysis methods and automatic role-based insight distribution. Integrate...

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 simple -- one score -- they get it!) in Net Promoter Score (NPS) have made this type of surveys ubiquitous....

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 strategy formulation, there is strong trend towards more spontaneous, real-time feedback. This type of feedback is often unstructured and from...

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 short cuts on the foundation. You can later fix almost every other part of the house: roofs and walls can...

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 be told that they "decided to go with another candidate"? Pretty frustrating, isn't it? It seemed like everything went well:...

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 fail, component suppliers ship faulty parts, customers use products improperly, or sometimes customer expectations are simply wrong. All these are...

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