Time and time again we’ve stressed the importance of both listening and responding to social media conversations. We’ve highlighted how companies like Dunkin Donuts, W Hotel, Apple and others are missing huge customer intelligence opportunities by not truly acting on the wealth of unstructured insight available via social media sites on the Web. What this information can give companies – quickly and easily – is a gold mine of customer insight.
QSR Magazine agrees, and in a recent article featuring Leximancer’s The Customer Insight Portal and CEO Neil Hartley, discussed the importance of these social media sites and their customer conversations for quick service restaurants. Using Yelp, Twitter, BooRah, etc., quick service restaurants can uncover actionable and invaluable customer insight that they can act upon accordingly.
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Leximancer recently was featured on the industry renowned B-eye Network. Mary Jo Nott, executive editor of the B-eye Network interviewed Leximancer CEO Neil Hartley about Leximancer’s growth and technology.
The pair talked about short- and long-term business strategy, current and future trends in the market place and the importance of being able to extract actionable customer insight from social media – including specifics of what Leximancer is doing to address this customer need.
Bottom line is that many text analytics options are both cost-prohibitive and time-prohibitive. According to Hartley:
“First, it needs to be usable by a business person who can pick it up and get to usable set of results extremely quickly. Second, it needs to be able to process masses of data regardless of the language or the source where the data is coming from and without the need for any setup. And it needs to go the extra mile in getting to the root cause of problems – particularly in that customer insight space, just listening or knowing what customer attitudes are is not enough. You need to get to the why your customers are happy or why they are unhappy, so you can make the insight actionable. After all, the link between cause and effect is not always a straight-forward, one-to-one connection.”
To learn more, please join us for a live Web demo. In the meantime, send us your data and we will help you uncover valuable customer insight specific to your business.Read Full Post | Make a Comment ( 1 so far )