Category Archives: Customer Reviews Analytics

Why Your Investment in Analytics is Likely to be a Complete Waste of Money

Analytics without domain knowledge, is as likely to provide you with actionable decisions, as a pile of bricks without blueprints is to help you construct a house. Continue reading

Posted in Customer Experience CX, Customer Reviews Analytics, Social Media Research | Tagged , | 7 Comments

How to get (and keep) a customer-centric reputation

I admit to spending more time reading books, blogs and articles about customer experience, as well as analyzing customer feedback, than most people on the planet. As a result, my personal experiences  often fall short of my expectations dealing with … Continue reading

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Hell hath no fury like a customer scorned

Whatever your definition of “brand” is, from your customers’ perspective a brand is whatever they experience with a product that is sold under the brand’s name. The only reason any company ever invested into graphics, messaging, advertising and your salary … Continue reading

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In Defense of Anecdotal Evidence

During the last two decades traditional retail business has experienced a disruption similar to an earthquake delivered by the proliferation of ecommerce. That earthquake caused tsunami-like floods of online customer reviews describing personal experiences with specific products. Those retailers, who … Continue reading

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Message to CX profession – Transparency begets trust

I get requests to complete surveys quite often. They come from my bank, after in branch transactions, websites I visited, customer service of my credit cards and cable providers. They all want to know how I would score whatever is … Continue reading

Posted in Customer Experience CX, Customer Reviews Analytics, Market Research | Tagged , , , , , | 4 Comments