Companies need to analyze the feedback that customers provide to them through a variety of unstructured channels: surveys, interviews, contact center, social media. However, the text analytics solutions available are limited to a shallow analysis of the feedback. In this post we show you how to use deep analytics to get a complete picture of customer opinions, perceptions, emotions and intentions.
Companies need to become customer-focused in order to understand the needs and opinions of their customers and thus, define the proverbial “segment of 1”. This forces us to implement Voice of Customer (VoC) analysis initiatives that go far beyond the typical periodic satisfaction survey with numerical scores, to look for new sources of insights.