About
With over 11 years of experience as the founder and CEO of Adoreboard, I lead a SaaS…
Articles by Chris
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What are the most effective tools to analyze customer feedback?
Typically, text analytics comes into its own when collecting more than 1,000 rows of open text feedback. That's when manual analysis of the feedback becomes time intensive, lacks depth of understanding and can produce inconsistent results. Before deploying text analytics ask yourself these 2 questions: 1. What problem is text analytics solving - are you looking to eliminate manual analysis or do you want deeper more actionable insights? Be clear on your business objective upfront. 2. What outcome will deploying text analytics serve? If you are wanting to create more compelling insights for C-level that is very different from a root cause analysis for your team level NPS project.
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What are the top 3 books to read for Customer Experience professionals?
Read: Forget the Customer, See the Person by Alex Genov. This is a book written by Alex who is currently head of Customer Research and Marketing Insights at Zappos. The book will provide a grounding philosophy in customer experience with a focus on thinking about customers not as a number but as people. This book gives you the framework to develop an practical approach for understanding your customer and how to deliver customer centricity. Its packed with tangible examples and 'how to' steps to ensure that the process for setting the scene for a great customer experience.
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What are the best ways to gain Customer Experience skills before starting a job?
Having analysed over 100 job descriptions for CX roles Net Promoter Score (NPS) is mentioned 22 times, whereas CSAT was mentioned 9 times. Candidates should understand what operational metrics underpin customer experience, how research is conducted, analysed and presented. In contrast CX strategy was mentioned 28 times including CX commercial knowledge and performance, monitor metrics and mapping the customer journey.
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What are the most common mistakes when using NPS?
Turn Net Promoter Score (NPS) into your Next Predicted Satisfied Customer. Do this by using AI to analyse your customer comments quicker and predictive insights to tell you which driver will actually increase NPS. Sentiment analysis, word clouds will keep you in the 'what' - go beyond this by focusing on specific emotion triggers such as Trust or Joy to understand how to improve an already good experience and redesign those that are failing.
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Heading to Qualtrics X4 next week? Be sure to stop by and catch a great discussion about creative ways to capture customer…
Heading to Qualtrics X4 next week? Be sure to stop by and catch a great discussion about creative ways to capture customer…
Liked by Chris Johnston
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🚀 Exciting news! On the next episode of TrustBuilders, I’ll be sitting down with Managing Director, Head of Design and Customer Experience (DCE) at…
🚀 Exciting news! On the next episode of TrustBuilders, I’ll be sitting down with Managing Director, Head of Design and Customer Experience (DCE) at…
Shared by Chris Johnston
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Celebrating the Women of Adoreboard this International Women’s Day! 💜✨ Today, we celebrate the incredible women at Adoreboard who lead with…
Celebrating the Women of Adoreboard this International Women’s Day! 💜✨ Today, we celebrate the incredible women at Adoreboard who lead with…
Liked by Chris Johnston
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With special gratitude to the six women I live with each day 😊. A very Happy International Women’s day to all! #women #leadership #people…
With special gratitude to the six women I live with each day 😊. A very Happy International Women’s day to all! #women #leadership #people…
Liked by Chris Johnston
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Hands up if you're a very proud co-founder 🙋🏼♀️ Pauline Timoney you continue to amaze me every day. I know how nervous you would have been…
Hands up if you're a very proud co-founder 🙋🏼♀️ Pauline Timoney you continue to amaze me every day. I know how nervous you would have been…
Liked by Chris Johnston
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I’m delighted to share that I’ve joined Gaina Software as Managing Director! I’ll be taking over the reins from Kealan Curran, who is stepping up…
I’m delighted to share that I’ve joined Gaina Software as Managing Director! I’ll be taking over the reins from Kealan Curran, who is stepping up…
Liked by Chris Johnston
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Great opportunity to learn more from the best. An expert in customer experience, Ilana will help illuminate all the ways you can assist your business…
Great opportunity to learn more from the best. An expert in customer experience, Ilana will help illuminate all the ways you can assist your business…
Liked by Chris Johnston
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