Alchemer in the News

Delivering superior customer experiences (CX) is a powerful differentiator. Businesses that excel in CX can reap the benefits of long-term customer loyalty and retention. Listening and responding to customers should be a priority. McKinsey research has shown that CX-focused companies achieve growth rates twice that of their competitors....

CX is the differentiator for financial services companies

Financial service providers are aching to differentiate themselves. Their services often seem commoditized and repetitive to the consumer. It takes amazing experiences across every customer touchpoint to persuade customers to stay with your bank or credit union.

So, how do you differentiate your financial institution’s experience?

Customer experience (CX) is the answer. Customers expect a seamless and personalized experience, both onli...

In June 2024, Forrester reported that CX quality among brands in the US sat at an all-time low after declining for an unprecedented third year in a row. Several factors contributed to the decline. These included:

“Brands’ inability to provide seamless customer and employee experiences
Underwhelming digital experiences using chatbots
Consumers’ concerns about their personal financial situations, society, and the economy at large.
With Accenture finding that 37% of people think companies are prio...

In an era where customer experience (CX) has reached a critical juncture, businesses are grappling with the challenge of translating customer feedback into tangible ROI. Ryan Tamminga, SVP of Product and Services at Alchemer and Alchemer Pulse, offers valuable insights into the current state of CX and how companies can leverage technology to bridge the gap between customer expectations and business outcomes.

In this exclusive Q&A with VMblog, Tamminga explores the reasons behind the all-time...

Restaurants receive huge amounts of feedback from customers — in survey responses, via social media, on review sites, and more. This unstructured feedback — text responses about your restaurant — holds valuable insights into what’s going right or wrong at your locations, all of which drives repeat visitors, retention, and loyalty.

But the sorting, tagging, and analysis are obstacles to understanding that feedback, and to making it valuable to your business.


For instance, recent research for S...

You solicit feedback from your restaurant guests every day in various ways - surveys on their receipts, Google business reviews, app polls, social posts, etc. - to learn how you can improve the restaurant experience.

But unstructured feedback - the kind that comes by way of an open text box or essay form in your survey - is difficult to quantify and use.

With the average chain or franchise restaurant location having about 1,500 public reviews (SOCi), and thousands of survey response...

In the ever-evolving landscape of the hospitality industry, hotels face the challenge of reaching and engaging customers across a multitude of channels. Online Travel Agencies (OTAs) like Expedia and Priceline have 39% of the U.S. online booking market and that number is likely to increase as direct online bookings decreased from 79% to 67% in 2023.

With the rise of digital platforms and changing consumer behaviors, the need for a comprehensive and cohesive marketing strategy has never been mor...

Quick-service restaurants are drowning in customer feedback. From in-store receipt surveys to surveys in the mobile application, 90 percent-plus of quick-service restaurants collect customer feedback.

But so much feedback creates a lot of noise. It can be difficult to parse the signal from all the feedback you’re receiving. And without those signals, you can’t really generate insights or take effective action.

Open text analysis (OTA) is a powerful solution that takes unstructured feedback...