Julie Johnson

18
Mar

A New Normal

A New Normal My inbox is filled with emails telling me what companies are doing about COVID-19. I suspect yours is too. All of the messages are the same: this is a big problem; we are working from home; and we look forward to serving you when things get back to normal.   The truth is: It is a big

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11
Mar

Reducing Churn in the Commercial Payments Industry

Reducing Churn in the Commercial Payments Industry The Leaky Bucket Even companies with incredibly impressive revenue growth have vulnerabilities. With strong YoY revenue growth, this Commercial Payments Company achieved impressive growth across the Revenue, Profit and Market Value Fortune 1000 lists. So, everything was great? Right? Well, not so fast. Several KPIs indicated significant headwinds were approaching.  Customer Churn and

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13
Feb

Cultivating a customer-centric culture with Decooda Impact Analysis

Cultivating a customer-centric culture with Decooda Impact Analysis One of the biggest challenges companies face is getting their teams to embrace a culture of customer advocacy. The Decooda Impact Analysis reveals the granular emotions and cognitive insights of the customer experience that get everyone on the team aligned to the needs of the customer. How your customers feel is the

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4
Feb

Why Traditional CX Programs Earn Low Scores from Their Clients

Three Root Causes and Their Solutions. At Decooda, we believe that underperforming CX programs have three distinct root causes: 1) Lack of Strategic and Structural Alignment 2) Misunderstanding the True Voice of Customers and Employees 3) Little connection between the Employee Experience and Customer Experience. For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee

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28
Jan

NPS: A Ton of Simplicity and an Ounce of Usability

Too Broad to be Actionable. We’ve seen this situation all too often: The C-Suite lives and dies by the NPS score.  That easy-to-understand, but greatly oversimplified metric continually makes its way into the highest-level company presentations, including earnings reports. And every time the latest NPS score is released, the anxiety is palpable as everyone asks the inevitable next question:  Why? 

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23
Jan

What we Ask (and What it Means)

What we Ask (and What it Means) Simon Sinek taught us all the value of entering into a challenge by answering the “Why” question in his brilliant Ted Talk: “Start with Why.” But not everybody instinctively starts with why. Different personalities prefer different questions. Ideators start with “Why.” Why is this relevant? Why should I care? Why did it happen? These

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10
Dec

The OODA Loop: How to turn uncertainty into opportunity

The OODA Loop: How to turn uncertainty into opportunity As the world moves faster and faster, we need to improve our ability to change our minds based on a changing reality. By doing this, we can turn uncertainty into opportunity and ambiguity into advantage. OODA is a model of individual and organizational learning and adaptation to do just that. The

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4
Dec

Why Every Business Leader Needs to Experience How a Customer Feels

Why Every Business Leader Needs to Experience How a Customer Feels Guest Post By: Amanda Forshew “When dealing with people, remember you are not dealing with creatures of logic, but with creatures of emotion” — Dale Carnegie When was the last time, as a business leader, you stepped into your own customers’ shoes? Have you attended a focus group or

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26
Jun

VAR: Get the Why Behind Professional Soccer’s Divisive Controversy

VAR: Get the Why Behind Professional Soccer’s Divisive Controversy How many times have commentators, fans, and players debated the efficacy of VAR during the FIFA Women’s World Cup 2019? Countless times. Cameroon fans and players expressed noticeable emotion during their Round of 16 match against England. Some claimed that VAR decisions were incorrect and failed to properly determine offsides infractions,

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28
May

Getting the best insights hinges upon asking the best questions

Getting the best insights hinges upon asking the best questions Decooda accurately detects how customers think, feel and act about a product, experience or brand, and uncovers how those thoughts and feelings translate into behavior, in order to understand the relative importance of each customer touch point. Our years of experience have shown us that using open-ended survey questions to

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