Annette Franz shares her 7 deadly sins of customer experience

Customer experience expert, Annette Franz, shares her "7 Deadly Sins of Customer Experience" and her best tips for a successful customer experience transformation journey.

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Thematic is taking part in YCombinator

 

We are excited to announce that Thematic is taking part in the Summer 2017 batch at YCombinator, a Platinum Plus tier U.S. startup accelerator according to Forbes, which produced deca-unicorns ...

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3 best practices for coding open-ended questions

Open-ended survey questions often provide the most useful insights, but if you are dealing with hundreds or thousands of answers, summarising them will give you the biggest headache. The answer ...

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The Kano Model - guest post by Michael D. Lieberman

I was attending a conference at a resort hotel in Orlando, Florida, standing in the lobby trying in vain to connect to a client who needed to discuss the results of a range of multivariate output. ...

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Customer experience insights with Jeremy Watkin, Customer Service Leader at FCR

We interview Jeremy Watkin, the Customer Experience Leader at FCR and co-founder and regular contributor on Customer Service Life.  He shares his keys to building a great customer experience ...

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Visualizing customer feedback - 3 alternatives to word clouds

Earlier this year, I have written about why word clouds suck. Is there a better way of visualizing customer feedback? Yes, there is, and the best thing about it is, you can even use Excel to ...

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Net Promoter Score: an executive's guide and case studies

 

The best way to acquire new customers is through recommendations. The Net Promoter Score or Net Promoter System measures these recommendations. In many industries, you can use this metric to ...

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8 steps to perform an effective Net Promoter Score analysis

Is your Net Promoter Score Analysis effective? U.S. companies lose about $41 million every year due to bad customer service. In 2003, Fred Reichheld developed a new metric that would help measure ...

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Guest Interview: Sean Hawkins, Customer Service Leader & Speaker

Sean Hawkins, Customer Service Leader & Speaker, talks customer experience and customer retention and shares his top tips for customer experience excellence.

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Why you should never tell the customer “no”, says Richard Shapiro

We pick Richard Shapiro's brain on best practices for customer satisfaction and customer experience. As the founder and president of The Center For Client Retention (TCFCR), he is a great ...

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