CXHow to Use Customer Feedback Analysis to Make the Most of Your DataBy Sam Frampton The reasons to collect customer feedback are obvious; in order to create the best possible customer experience, you need to find out what…
PerspectivesHow To Make CX Everyone’s Job: Lessons learned from Chattermill’s webinar, featuring Forrester and MOOBy João AlvesCX Challenges of Today To get the negative out of the way, it is important to acknowledge that CX is still not great. There are a lot of…
PerspectivesChapter 25: Remove the grit - How to Wow, Adrian SwinscoeBy Adrian SwinscoeWe recently approached some of the best customer experience practitioners to get you the latest and most actionable CX content out there…
CX Customer Experience Analysis: How to Get Satisfied Customers in 3 StepsBy Sam Frampton Everyone knows that customer experience is important. After all, having happy customers is the cornerstone of any successful business…
CXThe Top 7 Customer Satisfaction Metrics You Need to Know + How to CalculateBy Sam Frampton Monitoring and analyzing customer satisfaction metrics is a critical practice for your business. And the reason why is pretty obvious: not…
CXCoding Qualitative Data: A Beginner’s How-To + ExamplesBy Sam Frampton When gathering feedback, whether it’s from surveys, online reviews, or social mentions, the most valuable insights usually come from free…
PerspectivesPost Covid-19 Lockdown from a CX perspective: How businesses can prepare for the bounce backBy Eva SulirovaThroughout human history, pandemics have undoubtedly left a deep mark on peoples’ lives and the world around them. Fortunately, this crisis…
PerspectivesEmotional Convenience and Responsible Decisions Guide You Through The Corona CrisisBy Steven Van BelleghemWe recently approached some of the best customer experience practitioners to get you the latest and most actionable CX content out there…
CXUnderstanding Basic Text Analytics: How it Works and How Businesses Can Take AdvantageBy Sam Frampton Terms like “text analysis,” “sentiment tracking,” and “natural language processing” are thrown around a lot today, as AI-backed inventions…
CXVoice of The Customer Survey | What, Why and HowBy Sam Frampton When you want to identify customers' needs metricsand KPIs such as revenue, NPS and website traffic may give you a rough indicator of…
CXA Beginner’s Guide to Survey Data Analysis and Data CollectionBy Sam Frampton Running a customer feedback survey seems simple enough; you come up with a few questions, blast them out to everyone on your email lists…
CXWinning By Not Losing: 5 Common CX Errors to Avoid MakingBy João AlvesIt’s a human tendency to strive for perfection and always try to excel in whatever it is we’re doing. However, a very underappreciated and…
PerspectivesHow Experience-Led Growth Catapulted Airbnb to Unicorn StatusBy João AlvesBefore we begin, do me a favour… ...take your phone… ...enter your passcode to unlock it.... ...and now, please hand it over to one of your…
CX8 Methods for Improving Your “Social CX” and Gaining More Satisfied Customers OnlineBy Sam Frampton In today’s digital age, the lines between different communication channels are being blurred. It’s now considered perfectly normal to be…
PerspectivesHow Brands are Responding to COVID-19By João AlvesWe hope the virus has a short-lived impact, but in the interim, we should brace ourselves for turbulence and have a prepared mindset for the…
CXCustomer Churn Analysis: Why It’s Important and What You Can DoBy Sam Frampton Customer churn is one of the most vital data points for businesses to track. After all, retaining happy customers is the primary way most…
PerspectivesHow online travel companies can mitigate the impacts of Covid-19 on CXBy Anfel BahriThe Covid-19 outbreak has left travel providers in shock, wondering how they can possibly combat the decline in travellers in the coming…
@ChattermillStaying On Top Of Covid-19 With ChattermillBy Mikhail DubovCovid-19 is already shaking up the whole economy. At Chattermill, we appreciate that staying on top of your customer experience becomes even…
