Category Archives: Opinion Miner

3 Critical Shortfalls of Surveying Customers

It is better not to send out a poorly executed survey at all than to aggravate your customers with poorly timed and executed ones. 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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Customer Experience, Correlations and Predictions of the Future

Recently I read very interesting article that explores role of intuition in data science. It is written by Tom Davenport who is well known in the field of analytics:  “A hypothesis is an intuition about what’s going on in the … Continue reading

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High Tide Does Not Raise All Boats Equally

This new research examines the relationship between Customer Experience (measured in social NPS®) and brand market share changes in a rapidly growing market, such as smartphones. The Tide Comes In The quarter over quarter growth of the smartphones market peaked … Continue reading

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A Product is Only a Part of Customer Experience

It is only a matter of time and success rate, before competition will re-engineer the functionality of your new product or service and bring to the market a newer, shinier, and more affordable offering.  When that happens your market share … Continue reading

Posted in Customer Experience CX, Customer Intelligence, Customer Reviews Analytics, Market Intelligence, Opinion Miner | Tagged , , , , | 7 Comments