Category Archives: Social Media Research

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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Human Resources-The Forgotten Frontier of CX

Most Customer Experience Management practitioners understand that the CX is a holistic discipline, but tend to focus disproportionally on a customer service delivery. It is understandable as CS is so often the last line of defense – working hard to … Continue reading

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How Employee Satisfaction Correlates to Customer Experience

Restaurants are not in a food business-they are in the hospitality business and unengaged employees do not seem to be very gracious hosts.

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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

Posted in Customer Experience CX, Customer Reviews Analytics, Market Intelligence | Tagged , , , | 1 Comment