3 Tips on Using Text Analytics to Capitalize on Untapped Customer Feedback


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One week from today, I will be co-presenting with EMC (a Walker client) at the Clarabridge Customer Connections conference in Miami (#C32012). We’ll be showcasing the success EMC has achieved through their commitment to extract maximum value from the open-ended feedback generated by their customer listening programs, and reinforcing 3 tips that any organization can implement to get the most out of text analytics.

Over the last 18 months, EMC has been on the forefront of the movement to apply text analytic technologies to the open ended comments that customers are providing through transaction-triggered CSAT surveys. To date, we’ve partnered with them and used Clarabridge’s tool to categorize and assign sentiment scores to thousands of comments. The results have been integrated into broader reporting which has led to actions to address newly identified issues and issues that had previously been known only anecdotally. And while it’s early going on many of these changes, their impact on the customer experience is becoming evident as we continue to monitor the analytics.

3 Tips to Capitalize on Text Analytics in VOC

Republished with author's permission from original post.

Jennifer Batley
Batley Advisory
Jennifer Batley is a strategic leader with over 25 years’ global experience advising B2B executives and companies looking to recover, transform, scale, or sustain business advantage. Expert in advancing customer experience strategy from vision to execution, she puts customers at the heart of business to generate high impact results through metrics-driven operational change.


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