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Customer experience leaders
outperform the market 3X
Volume
Free-form text
Many channels
Siloes
PROBLEM: What’s going
on behind the numbers?
“Store sales are down - Why?”
“Wha...
BENEFITS: Better customer experience
- more loyal customers
Fast Root Cause
Analysis
Competitive
MonitoringINCREASED
LOYAL...
SERVICE: Feedback aggregation,
analysis and insight distribution
CUSTOMER
SERVICE
CUSTOMER
FORUMS
HR
SURVEYS
ENTERPRISE
FE...
USER-EXPERIENCE:
Browser-Based Dashboard
Real-time
Role-based
Drill-down
TECHNOLOGY: Topic
level sentiment detection
Actionable
Insight
SENTI M
ENTDISCUS
SION TOPIC
Intent to
leave/buy
Weak
signa...
SOLUTION: Presents the analysis results
in industry and company specific way
Automatically
maps and
tracks the
customer
jou...
ETUMA INNOVATION: Etuma’s universal analysis
combined with industry-specific topics yields accurate
results with minimum am...
REFERENCE CUSTOMERS
Proven
100’s of users
TELECOM: Service desk,
social media and research
AIRLINE: Five real-time feedbac...
INTERESTED?
PLEASE CONTACT
US and Canada: Stewart Nash stewart@etuma.com
France: Philippe Thenot philippe@etuma.com
Scandi...
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Etuma feedback analysis: Customer Experience Leaders outperform the market 3x

When you want to better understand why your business is performing the way it is, you need to be able to analyse the feedback your customers are giving in such a way that the results lead to direct actions. This is what Etuma offers.

Companies that invest in Customer Experience and Customer Feedback analysis perform better than companies that don't. Contact us at www.etuma.com to see how we can help you to perform better by analysing the feedback your receive from your customers

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Etuma feedback analysis: Customer Experience Leaders outperform the market 3x

  1. 1. Customer experience leaders outperform the market 3X
  2. 2. Volume Free-form text Many channels Siloes PROBLEM: What’s going on behind the numbers? “Store sales are down - Why?” “What kinds of features should we include in our next product?” “How could we identify emerging topics and react to social media faster?” “We don’t have the time and money to read through all our customer feedback!” “Which touchpoints in our customer journey do we need to improve?”
  3. 3. BENEFITS: Better customer experience - more loyal customers Fast Root Cause Analysis Competitive MonitoringINCREASED LOYALTY TARGETED M A R K ETING SMART PRO DU C T DEVELOPMENT QUICK PROBLEM I D EN TIFICATION
  4. 4. SERVICE: Feedback aggregation, analysis and insight distribution CUSTOMER SERVICE CUSTOMER FORUMS HR SURVEYS ENTERPRISE FEEDBACK SOCIAL MEDIA DASHBOARD TOPICTOP ICTOPICTOPICTOPICT OPIC TOPIC TOPIC TOPI C TOPICTOPICTOPICTO PICTOPIC S ENTIMENT SENTIME NTSENT IMENT Feasible Fast Multi- language Etuma Visualization SPSS Tableau QlikView
  5. 5. USER-EXPERIENCE: Browser-Based Dashboard Real-time Role-based Drill-down
  6. 6. TECHNOLOGY: Topic level sentiment detection Actionable Insight SENTI M ENTDISCUS SION TOPIC Intent to leave/buy Weak signal alarms From text to structured data
  7. 7. SOLUTION: Presents the analysis results in industry and company specific way Automatically maps and tracks the customer journey Same data as word cloud: Less actionable Example: Retail Industry
  8. 8. ETUMA INNOVATION: Etuma’s universal analysis combined with industry-specific topics yields accurate results with minimum amount of manual labor. The competition’s service requires a lengthy and expensive customization project. Plug and Play Etuma Universal Analysis System-learning Artificial Intelligence Meaning Mapping Telecom Retail Finance Finance Competition Company1 Company2 Company3 Company3 Company1 Company2 Company3 Company4 Feasible Language Libraries CUSTOMER SPECIFIC WORK
  9. 9. REFERENCE CUSTOMERS Proven 100’s of users TELECOM: Service desk, social media and research AIRLINE: Five real-time feedback sources and research LOTTERY: Call center, social media and research RETAIL (Groceries, Shoes, Hardware): Call center, feedback forms, social media, customer forum, research Attractive ROI
  10. 10. INTERESTED? PLEASE CONTACT US and Canada: Stewart Nash stewart@etuma.com France: Philippe Thenot philippe@etuma.com Scandinavia: Ilona Lahtinen ilona@etuma.com Rest of Europe: Loek van der Helm loek@etuma.com FOR MORE DETAILS www.etuma.com

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