ConvertML.Ai

  Gone are the days when the net promoter score (NPS) was considered the holy grail of measuring customer satisfaction and, subsequently, company growth. We now know that customer satisfaction alone isn’t enough to achieve customer loyalty. Nor NPS — which acts as a sweeping generalization and cannot identify driving factors behind customers’ responses to questions, provide actionable insights, and capitalize on opportunities — can work by itself. Fortunately, artificial intelligence makes it easy for businesses to analyze NPS and unravel meaningful insights from customer feedback data. In this comprehensive article, we discuss how AI helps with  NPS analysis . The NPS Quandry: When Quantitative isn’t Enough NPS can help with understanding why customers are leaving, yet it has some pitfalls. While it may work for small companies with simple offerings, it fails to work for companies with numerous offerings and multiple points of customer interaction and does not provide enough ...

  Arte TV, a popular streaming platform amongst film enthusiasts and moviemakers, is in a tight spot. A steady slump in the numbers: subscribers, growth, and revenue. Unrest amongst investors. Back-and-forth meetings. Tense in the air. The marketing team did everything right: timely social media posts for engagement, constant updates to viewers on new releases, keyword-centric SEO strategies for content, and advertising, and the right metrics–and tool stacks to monitor them. Played by the book. What went wrong? We’ll tell you what. Yes, it had everything to do with–you guessed that right–Data & AI! We know what you’re thinking: This must be another definitive, how-to, or another listicle, chiming about data, AI, and their importance in marketing. Some clarification on that: It’s not. Read on and you’ll quickly realize why. The right term to use here would be “lacuna”–a gap–in marketing. What exactly is this gap that, when addressed, will magnify your marketing efforts? We promi...

  “Would you recommend our business to your friends?” Oh, the monotony of the same run-of-the-mill questions in customer surveys! As marketers, you are always navigating the turbulent waters of the market where the winds of customer opinion blow in every direction. Steering through the course requires a generous blend of quantitative and qualitative data to get a panoramic view of customer sentiments for your NPS analysis. In this article, we discuss how you can convert a seemingly ordinary act of asking, “Would you recommend us to a friend?” to the uncharted territories of meaningful dialogue. Hiccups in NPS Analysis The analytical ride to navigate customer feedback is tricky. It’s an emotional rollercoaster with frustrated criticism, enthusiastic praise, mixed signals, and everything in between. Below are some familiar problems you may have faced during NPS analysis: Lack of context A big roadblock to analyzing NPS scores is understanding the nuances of customer sentiment. Though...

  Here’s the harsh truth: People are bored out of their minds when taking surveys. One person on Reddit said they watched Netflix when taking an academic survey. Another person said they chose to do the dishes halfway through a survey over a $10 gift coupon. Pretty sure, most of us feel that way. As part of our efforts to understand both parties, we interviewed a group of marketing experts and customers independently. Here’s what the marketers told us: Sure, survey data is vital to our efforts in understanding customers. But we’ve been having low response rates lately. Though we have chunks of data coming in through surveys, we’re unsure of how to use them along with other data that we collect. We feel like there’s a gap between the analysis we make and the decisions we take. There must be a better way to make use of all this data we’re sitting on. We’re able to get customers to take our surveys. But we’re facing challenges in making the best use of them. We’re sure a lot of market...