Explaining the Net Promoter Score (NPS)
By John Heffernan, EVC Marketing During a recent webinar, Do You Have A Five-Star Reputation, Bob Kobek, President of CustomerCount explained the unsatisfactory reliance by a business on star ratings and reviews. Let’s be honest. Fake reviews, unwarranted poor reviews...
Customer Feedback Management & Data Types 2
Based on the work of Anita Toth in her article: Ultimate Guide To Customer Feedback In this second article in our mini-series Guide to Customer Feedback and Data Types, we consider what Anita Toth calls medium and deep data. Unlike the general data collected through...
The importance of social listening on review sites
To be clear, every individual you have business interaction with talks. For every transaction, communication, purchase or no purchase, there are many ways your customers share their pleasure or displeasure about their experience. And, there is a wealth of ways you can...
Customer Feedback text analytics – when words matter
Actionable insights from customer feedback survey responses By John Heffernan, WRAP Partner and associate at EVC Marketing Words are everywhere, written, spoken, in books, magazines, films and TV, advertising, billboards, and of course, on smartphones phones, laptops,...
