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Voice Of Customer

The CX Champions Who Deserve More Than Just A Prize- Feb ‘19 - CloudCherry

At CloudCherry, we believe customers are our backbone and value employees and influencers who make customers their top priority. This year, we came up with an idea to award such talented CX experts. The CX Champion Contest was all about nominating the best CX superheroes who go above and beyond their limits to surprise the customer and make them feel happy about the brand or business. There was a $1000 dollar cash prize along with recognition from leadership team, bragging rights for a long time and off course a special surprise worthy of a champion. 

We received 100+ nominations that made us aware of real talent being recognised at organisations. Peer-to-peer recognition is a key factor at driving motivation within a company and the CX champion contest showed us that how well people who perform are admired by others. Our criteria were to choose the best above the rest. We asked for CX stories that were inspiring in certain ways where a CX lover (who may or may not be a part of the cu

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Customer Experience and The User Review

I recently found myself shopping for a new TV. Our old Television had begun to emit an annoying high pitch and would sometimes shut down on its own. We were tired of adjusting the volume. So, we set-off to find a new TV. It was up to me to come across a brand-new model that would perform well. So, it’s Friday night and I had already got online and started my search. Being the nerd that I am, I had been tasked by my wife, with comparing the TVs, cost, and reviews on my phone as we shopped: your customer experience in your twentieth century. As I walked around from Target, to Costco, then to my local Best Buy, I found myself lost in a loop of customer comments on my phone. The bad kind of feedback. I knew I wanted to purchase a TV today and pick out one. But I was questioning my own initial decisions and experts’ decisions based on user reviews. I even had a friend who recommended a brand and after reading the reviews I was swayed away from it. After all, these people bought the TV and h

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Proverbs that are a no-no in the Net Promoter Score world

As leaders, we often meet with situations where we are made to address a gathering, no matter how big or small, and say words that are powerful, inspiring and memorable. This is as much a boon as it is a bane because you never know whose day you are making with such speeches!

Using quotes, metaphors and proverbs are traditionally considered extremely positive when it comes to oratory skills & eloquence. With such power & responsibility on your shoulders picking the right ones to fit the given context is paramount.

What have proverbs got to do with NPS®?

Let me explain. In a customer-facing business, making sure that you deliver on your customers’ expectations and exceed them in time is a key differentiator. And NPS® is a very potent tool to educate you about how your customers feel about your brand. Unless, every employee in your organization feels the power that lies within the “Ultimate Question”, its success is not guaranteed. As the leader of the pack, it is your responsibility

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The 4Es to Cultivating A Service Mindset

We often hear leaders say, “We want our people to have a better service mindset.”

What is a mindset?

Here is one example. People often describe other people as either ‘glass half full’ or ‘glass half empty’. What they are referring to is a mindset, a fundamental way to view the world.

Mindset includes a person’s attitudes and assumptions, values, beliefs, preferences, standards, and judgments. These are the family points-of-view that filter our perceptions and create meaning in our lives. These familiar reference points are learned throughout our lives, and may not be easily changed.

So how can we foster a better service mindset, at home, in the community, and at work? Many leaders made the mistake of simply sending people for training and hoping to see some magical result, only to realize that the change – if any – is short lived.

If you want a better service mindset to permeate your organization’s culture, then much more than training is needed; a total and enduring commitment i

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Powering Sentiment Analysis with Machine and Deep Learning

When dealing with people, remember you are not dealing with creatures of logic, but creatures of emotion” – Dale Carnegie.

Emotion plays a critical role in our daily lives. Be it in shaping our relationships or day-to-day brand choices, we look for a connect at some level. And companies that tap into this emotion and get it right are usually the ones customers flock to. They are also the ones to turn customers into loyal, lifelong evangelists.

To ace customer loyalty, however, any brand requires a deep understanding of customer sentiment. How do you make your customers feel at every interaction? Are they happy, sad, ecstatic or frustrated? And do you have the right means to decode this emotion?

The common drawbacks with most systems designed to unravel customer sentiment are that the process can be time-consuming, leading to inaccurate outcomes. Also, given the level of subjectivity involved, the technology associated with decoding emotion has to be continuously adaptable and dynam

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The 3-step plan to improve your Net Promoter Score

There’s a big difference between a satisfied customer and a loyal customer. Never settle for ‘satisfied’” – Shep Hyken.

With a plethora of brands vying for the customer’s attention span, loyalty is definitely hard-earned in today’s marketspace. It takes a lot of time and effort to turn a customer into a fan, a follower, and someone who would willingly publicize your brand’s name to the outside world.

Winning the trust and confidence of customers means improving your Net Promoter Score – the standard measure of customer loyalty. The idea is simple: create more promoters (brand advocates) than detractors (unhappy customers) to witness an upsurge in your NPS.

So, how do you tap into your NPS program and improve the score? What are some of the most effective ways of improving customer loyalty?


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Fix Your Perception {Points to Improve} Your Customer’s Experience

What differentiates you from your competitors? How can you stand out from the crowd?

Look hard into what your organization provides: your products and services, your delivery systems, your employee’s attitudes and the way you build relationships with customers. But what truly differentiates your organization from the rest?

Customers today are not just buying product and services, they are expecting an experience. For example, customers visit Starbucks not just for the coffee, but also for the comfy chairs, great smells, trendy people, and free WiFi. Starbucks’ goal is to be the “Third Place” in our daily lives, another place you visit regularly, just like home and work. They understand what differentiates them is the best possible customer experience.

Sad to say, many organizations still miss the point. Service is not about what you do. Service is your customer’s experience from what you do.To illustrate the importance of the customers’ experience, I share my colleague’s recent expe

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5 Critical CX Insights You’re not Gathering Today

Insights shine a light on hidden opportunities. CX insights can help you connect experience to your business goals, beat the competition and deliver a consistently delightful experience to your customers. Gaining insight is essential to your success.

At CloudCherry, we want to disrupt the customer experience industry. There’s a lot of noise out there about what CX teams should be doing. But rarely do platforms actually deliver on the thought leadership they put out through their PR efforts. Did you know – every time a buzzword is used, an influencer gets their wings?

Thought leadership is nice, but action is better. Here are five insights that your CX platform is probably not equipped to gather (but should be)


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How Voice of the Customer is the answer to higher profitability

As more and more companies have started to enter marketspaces around the globe, it translates to a wider range of options for customers. If they are displeased with the products/services you are providing, they will most likely go to your competitors. However, if your business is able to consistently delight customers and exceed their expectations, it will have a significantly positive impact on revenue and profitability.

Exceeding Customer Expectations is easier when you listen

To consistently exceed customer expectations, a business must be aware of what their customers want. You have to take into account all the feedback customers provide, whether solicited or unsolicited. And by listening to what they have to say, you can improve your offerings in such a way that you not only cement the loyalty of existing customers but also attract customers from competing brands through positive word-of-mouth marketing.

You can derive valuable insight on your customers by getting to know what

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The differences between Transactional and Relationship NPS

Calculating Your Net Promoter Score® When Using Relationship and Transactional Surveys

Calculating your NPS® is pretty straightforward – until you start mixing types of surveys. Keeping your NPS® separate for all your surveys is the key to this potential confusion. Combining relationship and transactional results is like trying to mix apples and oranges in terms of consistency.

Thus, your company’s NPS® will be determined by relationship surveys, whereas every transactional survey should have its own score. This is because transactional surveys are investigating different areas of your business. For example, a customer could give you a poor score on their browsing experience, but might give you a really good score in customer service or even in a relationship survey.

Relationship or Transactional NPS® Surveys?

As we’ve already hinted, using both types of surveys will deliver the best results. A relationship survey will tell you how loyal your customers are but will also tell you wh

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