[vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”grid” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” z_index=”” css=”.vc_custom_1652993357684{margin-top: 100px !important;padding-right: 20px !important;padding-left: 20px !important;}”][vc_column][vc_column_text]<\/p>\n
BLOG<\/p>\n
[\/vc_column_text][vc_single_image image=”3233″ img_size=”full” alignment=”center” qode_css_animation=”” css=”.vc_custom_1655731675758{padding-top: 10% !important;padding-bottom: 2% !important;}”][vc_column_text css=”.vc_custom_1652817337616{margin-top: 50px !important;margin-bottom: 50px !important;}”]<\/p>\n
[\/vc_column_text][vc_column_text]I am a naturally curious person that has spent the last 20 years or so working in retail analytics.\u202f Throughout that time<\/span><\/span>,<\/span><\/span><\/span> I<\/span> can safely say that <\/span>I<\/span> have <\/span>developed <\/span>a passion for <\/span>the retail industry and <\/span>working <\/span>with <\/span>different retailers.\u202f<\/span>I consider myself <\/span>very lucky to be working for Chatter<\/span> in a role that allows me to <\/span>do what I do best every day<\/span>:<\/span> work with <\/span>retailers to uncover insights <\/span>that <\/span>help improve the<\/span>ir<\/span> customer experience.\u202f<\/span><\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=”.vc_custom_1652817347338{margin-top: 50px !important;margin-bottom: 50px !important;}”]<\/p>\n [\/vc_column_text][vc_column_text]Although I studied<\/span> Accounting and <\/span>Finance, I quickly discovered that I was more interested in the<\/span> customer<\/span>s themselves<\/span> and <\/span>what they experience in<\/span>–<\/span>store.\u00a0<\/span><\/span> At the time<\/span><\/span>,<\/span><\/span><\/span> I was working in the accounting department at Hallmark Cards<\/span>,<\/span> but <\/span>I <\/span>was able to transition into a <\/span>p<\/span>oint-of-<\/span>s<\/span>ale <\/span>analyst role <\/span>and<\/span> work on some projects that <\/span>direct<\/span>ly<\/span> impact<\/span>ed<\/span> the customer experience.<\/span>\u00a0<\/span><\/span> From th<\/span>at point forward<\/span><\/span>,<\/span><\/span><\/span> my interest grew into my passion.<\/span><\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=”.vc_custom_1652817362971{margin-top: 50px !important;margin-bottom: 50px !important;}”]<\/p>\n [\/vc_column_text][vc_column_text]My favorite CX benchmark <\/span>has to<\/span> be Net Promoter Score (NPS) in its original 2<\/span>–<\/span>question form<\/span>:<\/span> “<\/span>O<\/span>n a scale from 0 to 10<\/span>,<\/span> would you recommend this <\/span>b<\/span>rand to your friends and family?<\/span>“<\/span> followed by<\/span> “<\/span>Why did you give us that score?<\/span>“<\/span> Having just<\/span> finished<\/span> read<\/span>ing<\/span> Fred <\/span>Reichheld<\/span>\u2019s <\/span>third<\/span> book on NPS<\/span>,<\/span> <\/span>Winning on <\/span>Purpose<\/span>,<\/span><\/span> I<\/span> am fascinated <\/span>that this<\/span> relatively ne<\/span>w<\/span> KPI (first published in 2003) <\/span>has become the top benchmark of CX professionals<\/span> around the <\/span>world<\/span>.<\/span> That being said, I\u2019<\/span>m<\/span> very much <\/span>looking forward to going beyond <\/span>the <\/span>NPS at Chatter, <\/span>digging even deeper to <\/span>understand<\/span>ing the \u201cwhy\u201d behind a brand\u2019s satisfaction score.<\/span><\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=”.vc_custom_1652817378263{margin-top: 50px !important;margin-bottom: 50px !important;}”]<\/p>\n [\/vc_column_text][vc_column_text]Throughout my career in <\/span>r<\/span>etail <\/span>a<\/span>nalytics, I <\/span>have always known that the true <\/span>v<\/span>oice of the <\/span>c<\/span>ustomer has been <\/span>underrepresented<\/span>.\u00a0 <\/span>Most of the time when we mentioned <\/span>v<\/span>oice<\/span> of the <\/span>c<\/span>ustomer<\/span>,<\/span> it was just those <\/span>who<\/span> were <\/span>contacting the call center<\/span> to complain<\/span>.\u00a0 <\/span>At <\/span>Chatter<\/span>,<\/span> we <\/span>have <\/span>thousands of <\/span>conversations with <\/span>each client\u2019s<\/span> customers <\/span>about<\/span> what they <\/span>enjoyed<\/span> during<\/span> their shopping experience<\/span>,<\/span> as well as areas where they think the retailer can improve. <\/span>H<\/span>earing both sides of the coin, we can <\/span>paint<\/span> a <\/span>holistic<\/span> picture of the customer experience and provide<\/span> actionable <\/span>r<\/span>ecommendations that<\/span>,<\/span> if implemented today<\/span>,<\/span> would greatly<\/span> improve the<\/span>ir<\/span> CX<\/span> for<\/span> tomorrow.<\/span><\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=”.vc_custom_1652817386702{margin-top: 50px !important;margin-bottom: 50px !important;}”]<\/p>\n [\/vc_column_text][vc_column_text css=”.vc_custom_1654201671455{padding-bottom: 8% !important;}”]Outside of<\/span> work<\/span>,<\/span> I love to stay active, <\/span>whether it\u2019s taking my dog for a hike, <\/span>playing soccer, <\/span>getting in a workout at my home gym, doing a ride on <\/span>the Peloton, boxing, or even <\/span>b<\/span>allroom dancing. <\/span>During COVID<\/span>,<\/span> I also discovered that I have a passion for <\/span>furniture refinishing<\/span>,<\/span> which I find both relaxing and satisfying <\/span>since I get to <\/span>see the finished pro<\/span>ject.<\/span><\/span>\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n","protected":false},"excerpt":{"rendered":" [vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”grid” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” z_index=”” css=”.vc_custom_1652993357684{margin-top: 100px !important;padding-right: 20px !important;padding-left: 20px !important;}”][vc_column][vc_column_text] BLOG Meet Allen Turner, Head of Insights & Market Research [\/vc_column_text][vc_single_image image=”3233″ img_size=”full” alignment=”center” qode_css_animation=”” css=”.vc_custom_1655731675758{padding-top: 10% !important;padding-bottom: 2% !important;}”][vc_column_text css=”.vc_custom_1652817337616{margin-top: 50px !important;margin-bottom: 50px !important;}”] Tell us about yourself……<\/p>\n","protected":false},"author":14,"featured_media":3335,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[18],"tags":[],"class_list":["post-3231","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"_links":{"self":[{"href":"https:\/\/www.chatterresearch.com\/wp-json\/wp\/v2\/posts\/3231","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.chatterresearch.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.chatterresearch.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.chatterresearch.com\/wp-json\/wp\/v2\/users\/14"}],"replies":[{"embeddable":true,"href":"https:\/\/www.chatterresearch.com\/wp-json\/wp\/v2\/comments?post=3231"}],"version-history":[{"count":8,"href":"https:\/\/www.chatterresearch.com\/wp-json\/wp\/v2\/posts\/3231\/revisions"}],"predecessor-version":[{"id":4065,"href":"https:\/\/www.chatterresearch.com\/wp-json\/wp\/v2\/posts\/3231\/revisions\/4065"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.chatterresearch.com\/wp-json\/wp\/v2\/media\/3335"}],"wp:attachment":[{"href":"https:\/\/www.chatterresearch.com\/wp-json\/wp\/v2\/media?parent=3231"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.chatterresearch.com\/wp-json\/wp\/v2\/categories?post=3231"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.chatterresearch.com\/wp-json\/wp\/v2\/tags?post=3231"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}How did you get your start in Customer Experience?<\/span><\/h3>\n
What is your favorite customer experience benchmark?<\/span><\/h3>\n
What excites you about joining\u00a0Chatter?<\/span><\/h3>\n
Other than creating incredible experiences, what other passions do you have?<\/span><\/h3>\n