CX, there is more behind it than your frontline staff… Very often organisations invest in NPS or feedback programmes based on satisfaction metrics and focus all their efforts on the frontline, i.e. the customer-facing staff. And very early on in the programmes the NPS becomes part of your frontline’s bonus. Metrics & Methodology Customer Centricity
11 ways to increase your response rates with Hello Customer Customer feedback is essential to get close to your clients. With good technology you can get the right insights. To gain profitable insights, your response rates need to be as high as possible, because only with a lot of feedback you can collect accurate data. However, gathering enough response, and thus data, is more difficult than it may seem. Hello Customer shows you how to do it. Metrics & Methodology Customer Centricity
Expert Briefing: Supervised vs. Unsupervised learning in AI I had the opportunity the other week to spend a couple of hours shooting the breeze with our lead data scientist Tijl Carpels. While we chatted over an overpriced macchiato on everything from Star Wars to crypto currency the talk very quickly settled on the use of supervised and unsupervised algorithms in AI.This all came about because we have launched a new bespoke AI product (ISAAC) and I really wanted to know more about how it worked and also why we chose this path.“Let’s start with making a distinction, when I talk about algorithms, I’m talking about mathematical formulas used to solve a specific problem,” Tijl Carpels Artificial Intelligence Metrics & Methodology
Not ready for Customer Feedback? Think again! At Hello Customer we've implemented quite a few feedback programs for our clients. We've also come across plenty of organizations who said they weren't ready for it. Ironically, those reasons are actually exactly why they — and you — should start collecting customer feedback. At your own pace, but do it nevertheless. Metrics & Methodology
Low response rates? Survey frustration? Here's why... Response rates are dropping and are estimated to drop even further as the customer experience industry grows. Quite a paradox, the more organisations will invest in efforts to know the customer, the less customers will be willing to cooperate. Experience learns that in many cases customer feedback programmes with NPS or other metrics are designed in a very organisation-focused way with no regard to the actual customer. The irony! Customer Centricity Metrics & Methodology
