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Customer experience leaders outperform the market 3X

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

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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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Page 1: Etuma feedback analysis: Customer Experience Leaders outperform the market 3x

Customer experience leaders outperform the market 3X

Page 2: Etuma feedback analysis: 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?”

“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?”

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

BENEFITS: Better customer experience - more loyal customers

Fast Root Cause Analysis

Competitive MonitoringINCR

EASED

LOYALTY

TAR

GETED MARKETING

SM

AR

T P

RODU

CT D

EVELOPMENT

QUICK PRO

BLEM

I

DEN

TIF

ICA

TIO

N

Page 4: Etuma feedback analysis: Customer Experience Leaders outperform the market 3x

SERVICE: Feedback aggregation, analysis and insight distribution

CUSTOMERSERVICE

CUSTOMERFORUMS

HRSURVEYS

ENTERPRISEFEEDBACK

SOCIALMEDIA

DASHBOARD

TOPIC TOPIC TO

PIC

TOPI

C TO

PIC TOPIC TOPIC TOPIC TOPIC TOPIC TO

PIC TOPIC TOPIC TOPIC

SENTIM

ENT S

ENTIMENT SENTIMENT

Feasible

Fast

Multi-language

Etuma Visualization

SPSSTableau

QlikView

Page 5: Etuma feedback analysis: Customer Experience Leaders outperform the market 3x

USER-EXPERIENCE: Browser-Based Dashboard

Real-time

Role-based

Drill-down

Page 6: Etuma feedback analysis: Customer Experience Leaders outperform the market 3x

TECHNOLOGY: Topic level sentiment detection

Actionable Insight

SENTI M ENT

DISC

USSION TOPIC

Intent to leave/buy

Weak signal alarms

From text to structured data

Page 7: Etuma feedback analysis: Customer Experience Leaders outperform the market 3x

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

Page 8: Etuma feedback analysis: Customer Experience Leaders outperform the market 3x

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

Page 9: Etuma feedback analysis: Customer Experience Leaders outperform the market 3x

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 researchRETAIL (Groceries, Shoes, Hardware): Call center, feedback forms, social media, customer forum, research

Attractive ROI