The Beginner's Guide to Customer Experience Analytics
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Customer Experience Analytics (CXA) is key to understanding why customers buy or churn. This guide will help you use your use customer data to get insights and understanding to drive better business decisions and improve revenue.
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Customer Experience Analytics (CXA) is key to understanding why customers buy or churn. This guide will help you use your use customer data to get insights and understanding to drive better business decisions and improve revenue.
The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. They’re buying less, then suddenly not buying at all. What’s happening? You’re not face-to-face with these customers, so you need a way
Watercare is New Zealand's largest water and wastewater service provider. They are responsible for bringing clean water to 1.7 million people in Tamaki Makaurau (Auckland) and safeguarding the wastewater network to minimize impact on the environment. Water is a sector that often gets taken for granted, with drainage and
A focus on customer acquisition often overshadows the vital task of retention. A shocking 66% of consumers end relationships with companies due to poor customer service. This highlights a disconnect: Customers crave positive experiences, yet businesses sometimes must listen proactively. The consequence? Churn – lost revenue, tarnished reputation, and wasted effort.
Our product team have been super busy shipping new features and updates! We’re on a mission to give you greater access to and control over your data, including exporting custom tables in a csv file, pre-cleaning data and auditing the use of Answers. Read on to get the details,
Back in 1996, Doug Lebda struggled to manually compare mortgage offers while searching for a home in Pittsburg. It was a classic problem of battling to make a decision because it was difficult to access and compare information. He decided to create an online marketplace for loans to solve the
What steps can you take to measure the ROI of Customer Experience improvements? identifying the challenges to ROI reporting will make it easier to consistently report on the impact of CX projects. Whatever the context.
Friction in customer experience can lead to churn and lower transaction spend. Discover how to use Voice of the Customer data and technology to identify CX enhancements that drive sales growth, while reducing costs.
I finally got to attend a Medallia Experience conference, and just like with my write up of the Qualtrics X4 event last year, I’d like to share my experiences and learnings. First, it’s hard not to compare two events. Both companies compete head to head with each other
How much time have you spent (let’s be honest: wasted) scrolling through endless Excel spreadsheets full of open-ended question data, trying to piece together new customer insights? This type of data is a treasure trove of valuable insights to drive CX improvements. However, it makes no sense to have
ChatGPT is a powerful tool but isn't capable of the accurate and detailed analysis you can achieve with a specialized feedback analysis tool. Discover how ChatGPT can help, what to watch out for and how to overcome the limitations with Thematic.
Learn about qualitative feedback examples and types. Explore how businesses navigate the diverse landscape of customer insights from various sources.