5 Key Requirements for Customer Insights Technology

5 Key Requirements for Customer Insights Technology

Playbook: Revenue-accountability for the insights-driven business

Playbook: Revenue-accountability for the insights-driven business

Members
4 ways to get the most out of qualitative data

4 ways to get the most out of qualitative data

Playbook: Edge out the competition with customer intelligence

Playbook: Edge out the competition with customer intelligence

Kapiche Insights Hub
Processing your survey results

Processing your survey results

Recently I fielded a question about NPS survey data: How do you process it? How do you use it? I popped off a quick response, but I’d like to go a little deeper on the topic here.

4 storytelling principles for reporting customer insights

4 storytelling principles for reporting customer insights

Everyone loves a good story. Insights teams need their work to be understood by their audience. In this article let’s explore some fundamental principles behind effective storytelling so your next feedback analysis is understood, actionable and has a tangible impact on overall customer experience.

The limitations of NPS

The limitations of NPS

Much has already been said about the limitations of NPS as a measure of customer loyalty. Where NPS falls down is clearly in the way it buckets customers into three broad categories of promoters, passives and detractors.

5 Key Requirements for Customer Insights Technology

5 Key Requirements for Customer Insights Technology

Many text analytics tools sell the dream of understanding customer feedback at-scale. More often than not, you’re still training that software to look for what you think is important - those known knowns. What you should do is be proactive about those unknown unknowns.

NPS Weighting—Should You Do It?

NPS Weighting—Should You Do It?

Insights teams are judged by their ability to provide high impact insights to decision makers that they can use to decide what to do next. Relying solely on unweighted data could jeopardize your ability to do that.

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