Fake reviews in the news
• 2 min read
We love reviews because they are therapeutic and help consumers make sense of their experiences (previous post) and give brands a ton of information that can be used to improve future customer experiences and business performance.
The device matters – Effects of consumer reviews on phones VS desktops
• 2 min read Anywhere there is research on the thoughts and feelings of consumers will get our attention. A recent study looked at over 275k reviews to see how reviews composed on mobile compared to those written on laptop/desktops. The researchers sought to understand the value of reviews for the reader, not the writer. “Mobile reviews were associated […]
Construction industry
• 2 min read They bring to you a host of beautifully created infographics that contain the latest digital marketing.
Build Construction
• 2 min read They bring to you a host of beautifully created infographics that contain the latest digital marketing.
Life Lack Meaning
• 2 min read They bring to you a host of beautifully created infographics that contain the latest digital marketing.
Construction industry
• 2 min read They bring to you a host of beautifully created infographics that contain the latest digital marketing.
Content Marketing
• 2 min read They bring to you a host of beautifully created infographics that contain the latest digital marketing.
Life Lack Meaning
• 2 min read They bring to you a host of beautifully created infographics that contain the latest digital marketing.
Construction industry
• 2 min read They bring to you a host of beautifully created infographics that contain the latest digital marketing.
Let’s look at groups: the same issue is experienced differently
• 2 min read
Today we are going to explore the importance of looking at how those topics change with different groups of consumers. A deeper understanding can be achieved by looking at segments and exploring how different groups behave and how these differences impact their perceptions.
Behind every comment is an experience that matters
• 2 min read
Contained within each comment provided by customers are essential topics impacting your business. Do you know what they are? The TOPICS that your customers bring up are the ones that are most important to them and a valuable source of insights for you. Understanding what your customers’ are talking about at scale gives you a business advantage that only the best have put into operations.
What story is your customer satisfaction data telling ABOUT YOUR BUSINESS
• 4 min read
VISUALIZING LOW NPS VS HIGH NPS INDUSTRIES HIGHLIGHTS A COMMON PROBLEM
When looking at higher NPS industries the shape is a slope and in low NPS industries, it looks like a mountain. We have found this is true for us when we chart the average CSAT score against the variance score. Topics associated with lower NPS and CSAT scores have high variances, and top NPS scoring topics consistently have lower variance.