Employee Loyalty = Customer Loyalty = Financial Success
We’ve all been to that coffee shop. Every week there’s a different overly-pierced twenty-something behind the counter. You wish your experience was more like an episode from “Cheers” where you walk in and everyone says “Norm!” (even if that’s not really your name) and the employee already knows what you want and has it ready [...]
Voice Analytics Should Be Equal to Text Analytics
Your Voice Analytics Should Be Equal to Your Text Analytics Text Analytics is a hot topic right now. Companies with successful customer feedback programs are using Text Analytics. At its very basic form, Text Analytics provides keyword search and a word cloud of topic frequencies so businesses know what’s important to their customers. But many [...]
Analyzing “Analytics”
It seems you can’t swing a baseball bat without knocking over three or four people asking for analytics: Text Analytics, Predictive Analytics, Social Media Analytics, Decisiolytics, whatever (Mindshare’s CEO recently coined the term “Decisiolytics.” Your guess is as good as mine). The list seems never ending. What exactly does everyone mean by “analytics” anyway? For most, [...]