Etuma

http://www.etuma.com/blog/correlation-nps-and-sentiment

Sentiment Analysis Works!

http://www.etuma.com/blog/text-analysis-tableau

How To Visualize Feedback Analysis Results Using Tableau Tableau is a great tool to visualize structured data but how well does it work for unstructured feedback analysis.

http://www.etuma.com/blog/how-to-choose-a-verbatim-analytics-provider

How to choose a verbatim analytics vendor Choosing the right vendor to analyze customer verbatims is a difficult task. This twelve point check list outlines some pointers on how to do it.

Amazing to see so many companies still manually process incoming email and web feedback. Here a solution to achieve significant savings in your contact center costs:

How to Reduce Contact Center Costs - Etuma Considering the current state of language processing technologies, it is quite amazing that contact center staff is still reading, analyzing and categorizing every incoming email and web form manually. In most other industries, similar tasks have been automated already a long time ago. Language tech…

Want to know how to run a high-quality contact center efficiently? Check out Etuma Contact Center Categorizer on Slideshare:

Etuma Contact Center Categorizer How to overcome the typical problems faced when running a high quality contact center efficiently? Solution: Deploy Etuma's Automatic Ticket Categorization Ser…

New blog post explaining that you only need 4 inputs and outputs to capture and act on customer feedback

Best Practice Guide to Customer Feedback Inputs and Outputs - Etuma There are many enterprise processes that would run better if they took into account not only the hard statistics of what is happening in the customer interface, but also the concerns, interests and ideas that customers have. After about 5 years and millions of customer comments, I am starting to und…

A new blog post reviewing Tableau as a visualization tool for text-based customer feedback analysis

Using Tableau to Visualize Text Analysis Results - Etuma There is a learning curve, but once you get the hang of using Tableau, the ability to visualize complex multidimensional information is better than anything I’ve used so far. We’ve had a Tableau license for a while but I have not been able to figure out a good way to visualize customer feedback te…

New on our blog: a few points to take into consideration to make sure you get the most value out of your loyalty program survey data

4 Must-do’s To Turn Your Loyalty Program Survey Data Into Insightful Metrics and Powerful... Retail companies know quite a bit about their loyalty program participants. They know where they live, how often they make a purchase, what they buy, when they buy and how much they spend. What they don’t know is how the customers feel about the purchase experience, what new products they would like…

Happy New Year!

Season's Greetings from Etuma!

Etuma wishes you Happy Holidays! - Etuma This has been a year of growth both for Etuma and the Customer Experience Management/Voice of Customer business. Whereas last year companies were still wondering whether to invest in Customer Experience Management, this year CX/VOC started becoming a mandatory competitive requirement. I want to brin…

Etuma Customer Feedback Analysis - how to keep your customers loyal: http://www.slideshare.net/Etuma/etuma-customer-feedback-analysis

Etuma Customer Feedback Analysis - how to keep your customers loyal Etuma Customer Feedback Analysis - Making Sense of Customer Emotions. Companies are facing ever increasing competion. How can Etuma help to make sure your cust…

New on Slideshare: NPS gone wrong - 5 implementation mistakes

NPS gone wrong - 5 implementation mistakes As Customers, we are currently saturated with Net Promoter Score (NPS) surveys. Top management likes the NPS process because it is simple — one score — they …