Category Archives: Voice of the Customer (VoC)

Posts about Voice of the Customer (VoC)

Applications of Text Analytics in the Tourism Industry

Understand Your Visitors, Improve Your Offering

Tourism is one of the largest economic activities, with statistics indicating that people spend more discretionary income on travel than on home improvement, financial investment, or even health.

But how people travel is changing. For example, people are spending more and more time researching trip details on their mobile devices. In 2016, 40% of US travel site visits and 60% of searches for destination information came from mobile devices, and travelers are increasingly consuming and publishing information on tourism in online travel agencies, social networks, or review sites such as TripAdvisor, Booking.com, etc.

A new generation of contextual semantic analysis applications allow us to leverage all that information and communicate more naturally with hyperconnected tourists. These applications range from analyzing comments on social media to understanding natural language which allows us to develop much more conversational assistants and bots.

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MeaningCloud Release: new Deep Categorization API

This is what we’ve included in MeaningCloud’s latest release:

  • New Deep Categorization API: we are happy to present the first of our Premium APIs, Deep Categorization 1.0, which lets you carry out an in-depth categorization of your data. In this initial release, we’ve included predefined models for analyzing the Voice of the Customer in several domains and the Voice of the Employee.
  • Language Identification 1.1: we say goodbye to Language Identification 1.0, so if you are still using it, you will need to migrate to the newest version. If you are using it through the Excel add-in, we’ve done it for you, so you just have to update your Excel add-in to the latest version.
  • New language for Text Clustering: we’ve added Catalan to the languages supported in the Text Clustering API.
  • General usability improvements: mainly in the developer area of the website.
New NeaningCloud release

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Surveys and HR: why do you need open-ended questions?

open and closed questions

Since everyone wants to understand employees better, text-based data sources are a key factor for any organization to understand the “whys” and act on them to make improvements. Open-ended questions are one of the most effective ways to gather employee opinions; they offer them an open forum to make suggestions and present innovative ideas.

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The amazing deeds of text analytics superheroes

In the last few years, the explosion of user-generated content in social media (networks, forums, communities, etc.) has significantly increased the need to extract information from unstructured content. Oddly enough, text analytics superheroes, wondrous as their achievements are, are just average guys who figured out what they could do with the right technology.

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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

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Books Are a Service

Semantic Publishing and Voice of the Customer understanding for the media&content industry

The reason for publishing being a key industry to take advantage of text analytics is also the reason why the industry finds it so hard to engage with the technology.

Books are a serviceThe reason? Text. And a lot of it. The publishing world has struggled to understand how data relates to text and understand the value of data. This is changing, too slow for many, as the industry moves from seeing themselves as a ‘product’ based company (e.g. making books, e-books or physical) to a ‘service’ based company. In other words smart publishers are starting to see their service to customers as the creator and curator of information. This content is abled to be mixed and mashed-up in dynamic ways across a number of formats. This service is not bound, saddle-stitch or otherwise, to a specific product. This 180-degree perspective change requires publishers to think more directly about customer experience in the same way more traditional service based industries like hospitality or even retail banking.

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Voice of the Customer in the insurance industry

For insurance companies, it is vital to listen and understand the feedback that their current and potential customers express through all kinds of channels and touch points. All this valuable information is known as the Voice of the Customer.  By the way, we had already dedicated a blog post to Text mining in the Insurance industry.

(This post is a based upon the presentation given by Meaning Cloud at the First Congress of Big Data in the Spanish Insurance Industry organized by ICEA. We have embedded our PPT below).  

More and more insurance companies have come to realize that, as achieving product differentiation at the industry is not easy at all, succeeding takes getting satisfied customers.

Listening, understanding and acting on what customers are telling us about their experience with our company is directly related to improving the user experience and, as a result, the profitability. In the post on Voice of the Customer and NPS, we saw in more detail this correlation between customer experience and benefits.

 

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Net Promoter Score (NPS) via Voice of the Customer (VoC)

More and more companies have come to understand that to grow profitably in competitive scenarios, satisfied customers are the key to success. And they know that employees have a fundamental role in achieving a better customer experience.

In this challenge to improve customer loyalty, companies must be able to listen to their customers and understand what they are saying. It is what we call the Voice of the Customer (VoC).

However, a mission — such as customer satisfaction — that lacks a precise measure of success (or failure) is just hot air. Quoting Lord Kelvin, “If you can not measure it, you can not improve it.”

The Net Promoter Score (NPS) has become, for a number of companies, the key metric for measuring customer satisfaction. By the same standard, the mission to get motivated and happy people in an organization also has its key metric: the eNPS (Employee NPS).

As discussed below, in order to improve customer and employee experience, both the NPS and the eNPS need to find the reason that justifies the score given.

When asked What is the primary reason for your score? the NPS and the eNPS collect and analyze the open answers of thousands of customers and employees. Here is where the linguistic technology of Meaning Cloud intervenes.
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An Introduction to Sentiment Analysis (Opinion Mining)

In the last decade, sentiment analysis (SA), also known as opinion mining, has attracted an increasing interest. It is a hard challenge for language technologies, and achieving good results is much more difficult than some people think. The task of automatically classifying a text written in a natural language into a positive or negative feeling, opinion or subjectivity (Pang and Lee, 2008), is sometimes so complicated that even different human annotators disagree on the classification to be assigned to a given text. Personal interpretation by an individual is different from others, and this is also affected by cultural factors and each person’s experience. And the shorter the text, and the worse written, the more difficult the task becomes, as in the case of messages on social networks like Twitter or Facebook.

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