The Consumer Insights Blog

The Net Promoter Score (NPS) has become a popular tool for measuring customer satisfaction. This popular scoring index is user friendly and delivers a simple analysis of customer loyalty. Unfortunately, it has some flaws.  In this post, I will go over the pros and cons of NPS as a customer satisfaction metric. I will explain how using a combination of online reviews and customer satisfaction ratings can give you a…

Understanding unstructured data is becoming more and more critical, as due to several different drivers, unstructured customer opinions and feedback is growing at a scary pace. In fact per IDG it is growing at a rate of 62% per year and IDG predicts that by 2022, 93% of all data will be unstructured.  With so much data out there from customers, how can anyone afford to ignore it? What is Product…

Customer Satisfaction is defined as the level of content a customer reports after an interaction with a brand. This information is widely used for data driven decision making aiming to improve sales and earnings.  Nowadays, businesses use a variety of tools to measure their brands’ customer satisfaction. One way to measure customer experience is using surveys aimed to measure the Customer Satisfaction Score (CSAT).  CSAT surveys have become a common…

BERT Explained: The Latest NLP Model You’ve probably encountered this term several times by now, but what is the acronym BERT short for? It stands for Bidirectional Encoder Representations from Transformers. In this article, we’ll explain what BERT is, how it is affecting the world on neuro-linguistic programming, and how it can ultimately impact customer experience analytics. BERT was introduced in a paper published by a group of researchers at…

Comparing Voice of the Customer to Social Media Listening We’ve been asked a lot how does Revuze or other Voice of the Customer (Or Customer Experience) solutions different from Social Media Listening solutions. Hopefully this post will set things right. What is the difference between Social Listening and Voice of the customer? At their core both Voice of the Customer and Social Media Listening solutions transform unstructured data into quantifiable…

The Voice of the Customer consists of all the feedback, opinions, and comments customers may express regarding a product or a service. It’s usually called just “Voice of Customer” or “VoC.” Over the years, listening to the voice of consumers has become a key activity for businesses in order to assess performance and study possible improvements for their products and their customer service. In addition, by listening to the VoC,…

The CX analytics market is a multi-billion $ market. Just the US part was recently estimated to grow from under $2B in 2018 to $3.4B in 2023. The market is crowded for a reason as consumers represent the largest business driver in the world and brands compete ferociously for their business.  In a crowded market every vendor tries to distinguish itself and promise unique benefits that seem attractive. Here we’ll…

Customers are the force that drives your business forward. A key to a successful business is satisfied customers. Out of all examples (and there are countless ones), Amazon is my favorite. A company that was lead by one main target – customer satisfaction. This target allowed Amazon to be perceived by customers around the world as a customer-friendly company and throughout the years Amazon successfully manages to take over so…

It’s happened to all of us. Say you want to purchase a product on Amazon, you’re scrolling through options, and you take a quick look at the customer reviews to see the pros and cons of each item. Among the reviews, some appear to be balanced, honest, and thought-out; while others are so overly enthusiastic, that you can’t avoid doubting their authenticity. Here’s the thing: Most shoppers rely on customer…

Our New UI Is Here! At Revuze we take pride in empowering operational roles in brands to make autonomous, data driven decisions quickly and without the need for experts, data scientists and analysts.  Helping every role be aware of all the market trends needed to make a knowledgeable decision quickly and without lengthy projects and processes make the entire organization stronger, nimble and competitive. We’re now announcing that we just…

Consumers today are privileged. We can buy from any company in the world and at any location we’re at. Our buying is also not limited to a single device, we leverage several devices and channels – from smart speakers to smart phones. Once we buy, we can also quickly share the news, the love or frustration we feel about our purchase with the rest of the world.  These 2 mega…