What can we learn from Netflix's attention to customer experience? Against the odds, Netflix has achieved an astonishing rise. How did we get to spending an evening chilling, 'with Netflix'?
If you are wondering about the robot, this is what we think Marvin, our machine for understanding your customers, would look like if he did in fact have a physical form.
We believe every company, big or small should be completely customer focused. This means listening to what each and every customer has to say and making all decisions with a customer in mind. We strongly believe there is no one size fits all Customer Experience. Our approach is different in its surgical focus on aspects of the Customer Experience relevant to each client.
Up until recently, only corporate giants could afford this level of analysis. Even then it was expensive and clunky. We use the latest in Artificial Intelligence to bring detailed insight to every company in a matter of seconds, not months. Our proprietory deep learning algorithms to extract actionable information from customer feedback. Deep learning has revolutionised many industries in recent years from virtual assistants to self driving cars.
We started Chattermill in 2015 at Entrepreneur First and have worked with amazing founding members including Nutmeg, HelloFresh and Moo to build a pioneering platform for delivering amazing customer experience at scale.
What can we learn from Netflix's attention to customer experience? Against the odds, Netflix has achieved an astonishing rise. How did we get to spending an evening chilling, 'with Netflix'?
Reviews are a powerful marketing tool and a source of unstructured feedback. The more you collect, the easier it is to quickly identify and solve product issues and uncover patterns.
The way customers purchase products has changed. But with slim margins and high churn rates, subscription-based business models mean the customer experience is more important than ever.