Author Archives: Luca De Filippis

About Luca De Filippis

Translator and Computational Linguist at MeaningCloud. Passionate about Social Media and Spanish language.

Are you listening to the Voice of the Customer?

Voice of the Customer

“Your most unhappy customers are your greatest source of learning.” Bill Gates

In a widely digitalized market, open to all and undoubtedly more accelerated than just a decade ago, quickly identifying customer complaints and needs is key to preserve a company’s competitiveness within its industry. Technological democratization has provided users with skills and tools that not only turn the product but also many other aspects into an experience. If after several years of investment and development, your product has come to position itself among the best in the market, does it make sense for a poorly designed purchasing process to threaten the conviction of potential customers that you are worth choosing?

Continue reading →

MeaningCloud participates in the first Global Legal Hackathon

global legal hackaton

The first phase of the first Global Legal Hackathon (GLH) was held February 23-25, 2018. David Fisher, organizer of the event and founder of the technological and legal company Integra Ledger, estimates that the GLH will have a great impact. He hasn’t spoken too soon; global participation in the GLH nearly matched that of an earlier event organized by NASA, and it has been considered the largest hackathon organized to date. For 54 hours, more than 40 cities across six continents participated simultaneously. The teams were made up of engineers, jurists, lawyers, and people in business who all worked toward a common goal: to lay the foundations for legal projects that can improve legal work or access to legal information through an app, program, or software. Continue reading →

Updated version of the IAB model in the Deep Categorization API

IAB - Interactive Advertising Bureau

The Interactive Advertising Bureau (IAB) is perhaps the most influential organization in the online advertising business and, currently, brings together more than 650 leading companies in the industry that control 86% of the U.S. market. With a strong presence in the rest of the industrialized world as well, today IAB has become a standard for content classification, especially in fields with strong ties to the digital economy and new social media.

In fact, IAB promotes advertising techniques like behavioral targeting, which allows advertisers to direct marketing campaigns to specific users (according to their age, place of residence, political views, interests, etc.) and thus increase their effectiveness. What’s more, the organization is making consistent progress in the field of geotargeting, an area of digital marketing that is on the rise thanks to the unprecedented diffusion of mobile devices connected to the Internet and the latest advances in Internet-of-things technologies. Continue reading →

Customer experience, a win-win in restaurants

 BLT sandwich, buttered or not?

 

Do you know if your customers prefer buttered toast in your BLT sandwich? Don’t worry; MeaningCloud is the kitchen helper you need to suit your dinner guest. Customer experience is the ingredient you need. Surfing the Internet you find hundreds of websites and apps to give feedback on restaurants. You could find by chance people talk about yours. Can you imagine people disparaging your BLT sandwich? For your information, I’d rather have it buttered.
blt-sandwich

Continue reading →

Voice of the Customer Analysis and Benefits

 

What is the Voice of the Customer?

Social MediaHave you ever wondered why certain products or services undergo radical changes or even disappear from the market (and sometimes return with another trade name)? Does it depend only on the volume of sales or other factors come into play? To answer these questions, we should introduce the concept of “Voice of the Customer Analysis” and find out what it means. This term refers to all those practices which enable to understand what a (real or potential) customer thinks about a product or service. But it is not limited to a simple reading of comments or opinions written upon request -e.g. an online survey-, the issue is much more complex.

In recent years, the types of channels through which customers and users express their opinions, complaints, suggestions or congratulations (yes, these are also important, then we will see why) have multiplied exponentially. Only a decade ago, the channels that permitted the interaction with the business world were significantly fewer, among them we may recall the telephone or pre-compiled polls often sent by traditional mail. In addition, most of the exchanges between customer and company responded to a specific need of the second; in other words, they were requested.

 

How has it changed?

Today, the picture has radically changed.Voice of the Customer Analysis The communication channels are numerous and also allow to interact in different ways through various media (images, audio, video, etc.). And what matters most to us is that this interaction

  • is constant: 24 hours a day, 365 days a year;
  • most of the times is multilingual;
  • does not always follow predefined patterns (many times, it doesn’t even comply with the most basic spelling rules);
  • is unstructured: it is not stored in a traditional database nor organized according to predefined criteria.

There is no doubt that, from a corporate perspective, this enormous amount of information can be highly beneficial!
Continue reading →