Alterna CX Co-Founder and CEO, Gürol Kurt, recently joined the “CX Passport” podcast series and talked about “The one with the 1% diamond insight”. The program is hosted by Rick Denton, who leads a show about creating great customer experiences, with a dash of travel talk.
When it comes to customer experience, 99% of customer feedback -survey responses, text interactions, and social media comments – will just be noise. You need to get the “1% Diamond Insight” to identify the root causes of CX problems and zero in on the most important customer insight for immediate attention! This episode shines light on:
Variance in NPS results across geographies
How to hear customers’ voices beyond the survey and NPS results
Retail self-service appetite vs desire for assistance across the globe
Urban vs rural approach to Customer Experience in Turkey
Being a global tourist: one of the most important paths to peace
What it’s like to live in Turkey, one of the most sought-after tourist destinations in the world
Related Resources
Social Media Sentiment Analysis: Boosting Engagement Strategies
In today’s digitally connected world, social media has become a cornerstone of customer engagement, offering businesses unparalleled opportunities to connect with their audience, gather feedback, and build brand loyalty. However, amidst the vast sea of social media conversations, deciphering the sentiments and emotions expressed by customers can be a daunting task.
Introducing oCX, the New, AI-Generated CX Metric
- oCX, or “Observational Experience,” is a unique metric that assesses the quality of a company’s customer experience without relying on traditional surveys.
- This metric is powered by AI technology that analyzes individual customer opinions expressed in unsolicited text comments on social media, review sites, and other online platforms.
Food Delivery oCX Report
Spring 2024
As the growth rate of the food delivery industry slows, the competition to acquire and retain customers intensifies. To gain an edge, it’s crucial to understand and swiftly respond to customer needs. In the Spring edition of our Food Delivery Industry report, we analyzed the customer needs across 75 food delivery brands, including industry giants like Uber Eats, DoorDash, Grubhub, Domino’s, and Starbucks.