7 lessons from 20 million feedback messages
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At Etuma we have analysed over 20 million feedback messages for our customers. In this slideshare we go through the 7 lessons from analysing those feedback messages.
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Learn more about how to avoid mistakes in NPS surveys:
https://blog.startquestion.com/7-mistakes-in-nps-questions-find-out-how-not-to-make-them-in-your-online-survey/
MANAGING ONLINE CUSTOMER EXPERIENCE
The document discusses seven ways to improve the digital customer experience: 1) create a clear customer experience vision, 2) understand who your customers are, 3) create an emotional connection with customers, 4) capture customer feedback in real time, 5) use a quality framework for employee development, 6) act upon regular employee feedback, and 7) measure the return on investment from delivering a great customer experience. It also lists and describes eight tools that can enhance the customer experience, including Hotjar, UserVoice, Rebrandly, Zipline, ReviewTrackers, Qualtrics, Honestly, and PipelineDeals. Finally, it provides steps for planning a website design, including setting goals and purpose, creating a budget,
Ideas Lab 2017 Slides
This document summarizes a keynote presentation discussing the increasingly difficult operating environment for social housing providers in the UK. It notes challenges such as the housing supply crisis, economic pressures like rent cuts and the need for continued efficiency, and changing customer expectations. The presentation discusses how providers' business plans are becoming more market-facing while some difficult questions around risk, stress testing, and effective regulation remain. It also examines sector forecasts around demand for social housing and pressures on social rents. Overall, the document outlines the complex challenges facing UK social housing providers and uncertainties around how best to address these issues going forward.
3 New ways to Improve and Understand your Customers Experience
This document discusses new ways for organizations to understand and improve the customer experience. It outlines three key capabilities needed: analyzing customer behavior to understand root causes of issues, visualizing customer journeys across channels, and easily pivoting between different analytics types. The document also discusses challenges like fragmented data, siloed tools and departments. It proposes that a unified analytics solution is needed to provide a holistic view of the customer experience.
How to Generate Product Reviews on Amazon
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This document discusses optimizing websites through data analysis and testing. It provides a 4-step process: 1) Use analytics to understand user behavior and measure outcomes; 2) Gain customer insights through research; 3) Design and refine the website through iterative testing of elements; 4) Continuously test elements to improve conversions and the user experience. The overall message is that websites should be optimized based on data and testing rather than assumptions to improve key metrics like conversions.
Marketing Institute | Optimisation course
A module on optimisation for The Marketing Institute's Diploma in Digital Marketing.
I'll be covering a structured approach to online optimisation.
Pitfalls of product marketing and How Business Requirements Can Make Your Pro...
The presentation comprises elements of tracking sales and user behavior that are essential for a speedy and successful sales kick off, profitability and business development and the importance of involving the Marketing Department in product development.
Are telephone surveys dead?
What are CATI or phone surveys?
CATI (phone surveys) are those surveys that are conducted over a phone call. It is taken by professional interviewers who follow a scripted questionnaire and asks survey questions from customers.
Why aren't phone surveys successful?
While it is still used by many organizations, especially in Asia, phone surveys are not an effective way of surveying and with many limitations.
- Takes weeks to gather the feedback
- Offers low data quality
- Agents who ask the questions from the participants need to be trained
- Has low response rate
- Not effective for concept or ad testing
- Takes weeks to analyze feedback and create reports
- Expensive even for a small sample
Where are phone surveys helpful?
- To gather qualitative customer feedback
- To gather feedback from people with no knowledge of technology or access to the internet
Where are phone surveys not helpful?
- To gather quantitative customer feedback
- To run product tests, concept tests, ad test
So what is the alternative?
ONLINE SURVEYS
What are online surveys?
Online surveys are the surveys that are sent via feedback platforms on channels such as SMS, WhatsApp, email, in-app, or chatbot to gather feedback from participants across the world.
How are online surveys better?
Here are some of the factors that show why organizations shifted from telephone surveys to online surveys.
1. Agent training
Agent training is a must in CATI surveys. The agents are trained to understand the problems of the participants deeply and be empathetic towards them. Thus, the company can take action on the feedback accordingly.
2. Make a short questionnaire
Make a short questionnaire because no one has enough time to answer long questions. Apart from phone surveys, Online surveys ask straightforward questions and work at customers’ convenience.
3. Visual questionnaire
you cannot do concept testing or ad research where you might want to play a video or any kind of visual to know the response of the participants.
4. Feedback timeline
Online surveys - launch a survey and gather instant feedback.
CATI/ phone surveys - take weeks to gather all the responses. This leads to a gap between the participants’ problems and the brand’s actions.
5. Processing the data
Processing the phone survey data takes days. On the other hand, the feedback platform processes online survey data in minutes and shares quick reports.
6. Cost
CATI surveys are charged on the basis of a number of calls which is expensive i.e. $5-10 per call. However, the cost of online surveys is half of the cost of phone surveys.
7. Feedback relevancy
Online surveys let the participants fill the survey at their convenience, leading to honest and reliable feedback. In phone surveys, participants need to answer the questions at the time of the call and at the pace of the agent. This sometimes leads to irrelevant and dishonest responses.
Tms dor meeting 2010.09.10-900
The document outlines an action plan for a two-day digital operations review with a Toyota dealership in the Kansas City region. The goals are to strengthen the dealer's digital operations, improve understanding of online metrics, introduce lead management and social media strategies, and help increase sales performance. The agenda includes introductions, reviewing online metrics and lead generation strategies, demonstrations of lead handling processes, and discussions on improving social media presence and managing online reputation.
Net Promoter Score presentation
Net Promoter Score (NPS) is a metric used to gauge customer experience and loyalty. It is calculated based on responses to a single question rating customers from detractors to promoters. Having a high NPS correlates with improved reputation, customer retention, and business growth. Two case studies show how companies improved their NPS and business outcomes: a service provider increased NPS from insufficient product knowledge and communication, leading to higher customer retention. An insurance company found high NPS correlated with longer policy retention, so focused on improving loyalty.
Improving customer experience - CX in the Telecom sector.
Telekom piloted Staffino's customer feedback system in 22 stores to address challenges in improving customer experience and service quality. Key findings from the pilot showed that the system identified issues affecting customer satisfaction, created positive pressure on employees to improve, collected feedback from potential customers, easily identified best and worst performing staff, and provided timely feedback to store managers to resolve issues. Based on the pilot's success, Telekom decided to implement the system nationally in all 100 stores.
How to choose the best digital agency
A digital marketing agency can either make or break your business. See that you choose it wisely.
#digitalagency #bestdigitalagency #choosingdigitalagency #flynautLLC
Basic digital marketing plan- Sample
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The volume of customer feedback, product forums and social media discussions is growing fast. Most of this feedback is open text. Turning this text into quantifiable decision making information is valuable. Traditionally analyzing feedback text has been slow and expensive.
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Olemme keränneet yhteistyökumppanimme Futusomen kanssa vuosilta 2014-2015 satoja tuhansia ruokakauppoihin liittyviä sosiaalisen median keskusteluja.
Tässä webinaarissa käymme läpi ruokaan liittyviä ilmiöitä ja trendejä.
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The document discusses Etuma, a software that aggregates customer feedback from various sources, analyzes it using natural language processing and rule-based filtering, and provides insights through a dashboard interface to help companies improve customer loyalty and marketing efforts. Etuma offers cloud-based subscriptions with pricing tiers based on features, data volume, and number of data sources integrated. The software aims to help companies gain a holistic view of customer conversations and journeys across different touchpoints.
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www.etuma.com You’ve never seen customer feedback analysis like this
If you’re in the business of selling a product or service, you can bet your customers are talking about you somewhere. Why not tap into that resource and join the ranks of today’s most successful = customer experience-driven companies? Etuma gives you a comprehensive view of what your customers are saying to your feedback systems and all over the web. We do it with unrivaled accuracy and in real time, and you can be reaping the benefits by tomorrow afternoon – it’s that simple.
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快速办理(worcester毕业证书)伍斯特大学毕业证PDF成绩单一模一样
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STUDY ON THE DEVELOPMENT STRATEGY OF HUZHOU TOURISM
ABSTRACT: Huzhou has rich tourism resources, as early as a considerable development since the reform and
opening up, especially in recent years, Huzhou tourism has ushered in a new period of development
opportunities. At present, Huzhou tourism has become one of the most characteristic tourist cities on the East
China tourism line. With the development of Huzhou City, the tourism industry has been further improved, and
the tourism degree of the whole city has further increased the transformation and upgrading of the tourism
industry. However, the development of tourism in Huzhou City still lags far behind the tourism development of
major cities in East China. This round of research mainly analyzes the current development of tourism in
Huzhou City, on the basis of analyzing the specific situation, pointed out that the current development of
Huzhou tourism problems, and then analyzes these problems one by one, and put forward some specific
solutions, so as to promote the further rapid development of tourism in Huzhou City.
KEYWORDS:Huzhou; Travel; Development
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本公司拥有海外各大学样板无数，能完美还原。
1:1完美还原海外各大学毕业材料上的工艺：水印，阴影底纹，钢印LOGO烫金烫银，LOGO烫金烫银复合重叠。文字图案浮雕、激光镭射、紫外荧光、温感、复印防伪等防伪工艺。材料咨询办理、认证咨询办理请加学历顾问Q/微741003700
【主营项目】
一.毕业证【q微741003700】成绩单、使馆认证、教育部认证、雅思托福成绩单、学生卡等！
二.真实使馆公证(即留学回国人员证明,不成功不收费)
三.真实教育部学历学位认证（教育部存档！教育部留服网站永久可查）
四.办理各国各大学文凭(一对一专业服务,可全程监控跟踪进度)
如果您处于以下几种情况：
◇在校期间，因各种原因未能顺利毕业……拿不到官方毕业证【q/微741003700】
◇面对父母的压力，希望尽快拿到；
◇不清楚认证流程以及材料该如何准备；
◇回国时间很长，忘记办理；
◇回国马上就要找工作，办给用人单位看；
◇企事业单位必须要求办理的
◇需要报考公务员、购买免税车、落转户口
◇申请留学生创业基金
留信网认证的作用:
1:该专业认证可证明留学生真实身份
2:同时对留学生所学专业登记给予评定
3:国家专业人才认证中心颁发入库证书
4:这个认证书并且可以归档倒地方
5:凡事获得留信网入网的信息将会逐步更新到个人身份内，将在公安局网内查询个人身份证信息后，同步读取人才网入库信息
6:个人职称评审加20分
7:个人信誉贷款加10分
8:在国家人才网主办的国家网络招聘大会中纳入资料，供国家高端企业选择人才
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Transportation_Channel_Investor_Presentation_April_2024_ Final .pdf
STUDY ON THE DEVELOPMENT STRATEGY OF HUZHOU TOURISM
STUDY ON THE DEVELOPMENT STRATEGY OF HUZHOU TOURISM
7 lessons from 20 million feedback messages
- 1. 7 from ! Lessons Analysing Over 20 Million Feedback Messages
- 2. 1.
- 3. You won’t get feedback unless you ask for it!
- 4. 2.
- 5. Listening to customers is not enough!
- 6. You need to… & Analyse Respond … to customer feedback.
- 7. 3.
- 8. Channels that you own get the best quality feedback
- 9. Make sure that you provide at least one official channel "
- 10. For example… company.com fb.com/company @company
- 11. 4.
- 12. Net Promoter Score is great!
- 13. Would you recommend us to a friend or a colleague? 0 1 2 3 4 5 6 7 8 9 10 What is NPS?
- 14. People are divided into categories based on their answers DETRACTORS PASSIVES PROMOTERS 0 1 2 3 4 5 6 7 8 9 10
- 15. 5.
- 16. Companies are organisational silos! Department 1 Department 2 Department 3 Function 1 Function 2 Function 3
- 17. Make sure feedback is freed from organisational silos
- 18. 6.
- 19. Visualization needs to be actionable!
- 20. Visualization needs to be actionable! OK! 1 1553 1344 1286 1186 1107 996 885 776 601 528 2 3 4 5 6 7 8 9 10 checkouts volume negative neutral positive discounts store layout speed of service atmosphere parking cleanliness selection food queue 70.1% 89.4% 41.4% 72% 58.3% 56.9% 29.9% 50.6% 37.9% 69.8% 37.5% 37.8% 36.2% 50% 32.3% 27.5%
- 21. 7.
- 22. Text analysis is useful!
- 23. Text analysis… • gives a comprehensive view of customer feedback • enables tracking business improvements from customer feedback • helps to handle quickly growing volumes of customer feedback
- 24. etuma Thanks for watching!