Category Archives: Customer Reviews Analytics

Ode to Customer Feedback from Social Media

There are 5 reasons why Voice of Social Customer is more valuable than traditional Customer Feedback programs:   1.     Social Media Voice of Customer is unsolicited – the customers share their experiences online motivated primarily by one of the following … Continue reading

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Apple at the crossroads

As many products and services are becoming more agile by design, even the best-designed products have shorter and shorter time to enjoy superior profit margins before competition starts to catch on. Patent protection and brand recognition do help to extend … Continue reading

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Customer Feedback is the Oxygen of Social Enterprise

In the context of this article I am using the term “Customer Feedback” to include content from company sponsored Voice of Customer programs and content from unsolicited Word of Mouth published by customers online. Social, Outside-In, Customer Centric companies “treat … Continue reading

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Social Customer and the Quest for Better Margins

It is no secret that most new products taken to market do not perform to management expectations. While there may be a myriad of reasons to explain the high rate of failure, I would like to focus on the fundamental … Continue reading

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The Contextual Side of Customer Experience Analytics

Can you tell by the menu prices that a restaurant will provide you with a great experience? Will reading the final score substitute for the experience of the game you could not attend?  Some analytics practitioners would answer “yes” to … Continue reading

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