5 stars given – and still jumped ship
The customer gave 5 stars. Everything was perfect! Three months later, they cancel their subscription. What happened?
THAT vs. WHY – The crucial difference
You know THAT there's a problem. But you don't know WHY. And that's exactly where many companies get stuck.
10,000 customers surveyed – ZERO insights
Thousands of customers surveyed, yet no insights gained. If you ask the wrong questions, or ones that are too superficial, you’ll quickly run into this problem.
Are complaints bad for your image?
„We don't want to provoke complaints. It damages our image!” The truth about complaints: Complaints are not damaging to your image, they are an opportunity!
The NPS Trap
NPS of 8? Congratulations! ... thought the company. But the customers were on the verge of churning.
Target group
Target group — more than just a buzzword. Because target group does not mean a uniform mass. Target group means people with context.
Y – Why?
The question of “why.” We encounter it in many areas of life, but it is also the key to a genuine customer experience.
X-perience
X-perience. Whether customer experience or employee experience – our studies focus on the specific experience of each individual respondent.
Competitive studies
Competitive studies, also known as competitive analyses, systematically collect and evaluate information about competitors. The aim is to understand the strengths, weaknesses, strategies and general market behavior of competitors.
Voice of Customer
Voice of Customer (VoC) refers to systematically recorded customer statements. These are an essential component of the solutions offered by TEMA-Q.
TEMA-Q - Technik und Management für Qualität GmbH