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.
To read the full article, click here.Read Full Post | Make a Comment ( 1 so far )
Satmetrix will use Leximancer’s powerful Web-based content analysis platform, The Customer Insight Portal, enabling Satmetrix to add customer analytics and unstructured content mining to their already highly popular Net Promoter platform.
Net Promoter, paired with Leximancer’s breakthrough platform, will allow hundreds of Global 200 companies to outperform their competition in customer loyalty, retention and growth.
For more information on the partnership, click here.Read Full Post | Make a Comment ( 1 so far )
Building on recent momentum, Leximancer recently added a strategic OEM Partner in Polecat Ltd. The London-based Polecat will utilize Leximancer’s breakthrough analytics platform through Leximancer’s web service interface in conjunction with MeaningMine, Polecat’s own brand and strategic marketing platform.
The combined services will provide customer service, brand management and customer intelligence professionals with key insights derived from unstructured external and internal data sources.
Click here for more on the partnership.Read Full Post | Make a Comment ( 5 so far )
Every company with a Web site should have a place for online feedback where customers can express their likes and dislikes. For companies, this feedback can be instrumental in perfecting the customer experience. You can collect data all day long, but it is the companies who actually analyze the feedback and make changes accordingly who will see a return on customer insight.
That’s why Leximancer has introduced LexBox, a way for companies to incorporate and directly analyze feedback. This widget allows companies to implement a feedback box into their own sites, and receive analysis through The Customer Insight Portal.
You can see LexBox at work on our Feedback page. The LexBox creates a conceptual map, which is accessible on The Customer Insight Portal, containing the primary themes and specific concepts from current Leximancer customers. As you can see with the Leximancer Feedback page, the map is able to identify likes and dislikes from the feedback form. By analyzing the map, we can see that users of The Customer Insight Portal like how easy it is to use, how the data is presented in concepts and themes, and how useful it is in the research process. In addition, with the new version users would like to see an updated demo video to reflect the new changes. This creates actionable customer insight for Leximancer —and yes, multiple new demo videos are being developed as we write this blog.
You can download the information needed to put LexBox on your site by clicking here for the Lex Box User Guide. Keep in mind, to get at the analysis you need to be a subscriber to The Customer Insight Portal.
If you have any questions, leave us a comment, and we’ll be happy to help.Read Full Post | Make a Comment ( None so far )
Leximancer Adds Strategic Partner in OrbisIP Limited
Innovative customer insight software made available to government and military customers
BOULDER, Colo. – (Oct. 21, 2008)- Leximancer, a Customer Experience Management (CEM) and analytics software development company, today announced a partnership with OrbisIP Limited, a technology transfer and licensing company that focuses on Information and Homeland Security Intellectual Property (IP) Patents and Products, expanding Leximancer’s growing customer base to include government and military sectors. The partnership comes as Leximancer recently launched its SaaS-based The Customer Insight Portal that analyzes customer feedback and unlocks critical insight.
“This strategic partnership is an exciting opportunity to leverage the impact of Leximancer software,” said Neil Hartley, Leximancer CEO. “In a time of heightened concerns about security, it is imperative that government and military personnel be able to fully analyze the data they have and find new and actionable insight-a service that is unique to our product.”
Leximancer’s software enables users to find meaning in a variety of places, including textual information on the Web, in blog posts and social media sites, or nearly any textually-based document. The software pulls out from unstructured text the main themes, ideas and relationships between words and turns this into meaningful insight for the user.
The partnership with OrbisIP will help Leximancer expand its customer base into the international security market, including government and military users. OrbisIP is a recognized leader in the information and homeland security fields and will provide Leximancer with the necessary tools to expand into this field.
“We have seen firsthand that this technology can help organizations to make sense of a wide and complex array of data sets and produce analysis quickly and accurately,” said Pete Jaco, OrbisIP CEO. “A big part of our jobs at OrbisIP is to identify and help distribute emerging technology that can help meet security targets and objectives within a nation’s security industries.”
Leximancer’s patent-pending software platform is available through OEM partners or through www.thecustomerinsightportal.com. It allows customer satisfaction, brand management and competitive intelligence professionals to automatically extract the root causes of customer attitudes from Internet communications such as blogs, Web sites and social media, as well as the vast amount of data currently locked within the enterprise in the form of e-mails, service notes, call center notes, voice transcripts and survey feedback. Through its intuitive concept discovery, cause-and-effect analysis, thesaurus and search functions, Leximancer is the only solution that delivers deep insight into customer attitudes by objectively identifying “unknown unknowns.” For more information, visit the Web site, www.leximancer.com, or the blog, http://www.customerinsightblog.com.
OrbisIP is the first company to focus exclusively on the technology transfer and licensing of Information and Homeland Security Intellectual Property (IP) Patents and Products. OrbisIP is building international partnerships with universities, research laboratories and small to medium enterprises (SMEs) that specialize in producing innovative security technology and research, and assisting these partners in the licensing and distribution of their technology to global licensors of Infosec Patents and Products. OrbisIP Limited has been founded with the support of strategic investment party Imprimatur Capital.
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eellis at metzger.com
Influential blogger Bill Ives wrote a great initial review/first impression of The Customer Insight Portal on The AppGap, an Intuit-sponsored blog and resource on the future of work and how new tools are addressing age-old challenges of organization, collaboration and creation.
Much to Ives’ amazement, the analysis in The Customer Insight Portal happens without setup and results are delivered extremely quickly. Ives will be digging into The Customer Insight Portal over the next several weeks and we look forward to his ongoing impressions.
As a bit of background, Bill Ives has worked with Fortune 100 companies for 25 years in knowledge management, portals and learning. For several years he led the Knowledge Management Practice within the Human Performance Service Line at Accenture and was an advisor to their internal knowledge management group. Currently, Ives focuses on business applications of Web 2.0 and enterprise 2.0 technology.Read Full Post | Make a Comment ( None so far )
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 )
The Australian government’s Department of Innovation, Industry, Science and Research recently completed a review of the country’s national innovation system. Part of the analysis was accomplished using Leximancer’s software to dissect 606 documents submitted for review. The software automatically identified several key themes, concepts and ideas from the submissions. On Sept. 9, the findings were presented to the Prime Minister of Australia. Senator Kim Carr, Minister for Innovation, Industry, Science and Research, called the report “a turning point for the future of innovation in Australia.”
The full analysis, done by Prof. Mark Dodgson of the University of Queensland using Leximancer software, may be accessed here: submissions-analysis-leximancer.Read Full Post | Make a Comment ( None so far )
Today marked the formal launch of The Customer Insight Portal, and the news was picked up around the Web.
Forbes.com, Marketwatch.com, Morningstar.com, Reuters, Yahoo! Finance and others picked up the story of how The Customer Insight Portal is the “game changer” for companies looking to gain insight into their customers
The full press release:
“Game Changer” Customer Insight Portal Launched
Powerful Leximancer software available as Software as a Service (SaaS)
BOULDER, Colo., Aug 14, 2008 – Leximancer, a Customer Experience Management (CEM) and analytics software development company, today announced the launch of The Customer Insight Portal, a Web-based Software as a Service (SaaS) that delivers insight to not only what customers are saying, but why they’re saying it.
“The Customer Insight Portal is a game changer for the way companies seek to understand their customer attitudes and behaviors,” said Neil Hartley, Leximancer CEO. “It allows virtually any organization or individual user to easily gain insight into the root causes of customer opinion and feedback. Our state-of-the-art market intelligence software has been proven on the desktop world-wide and now we are making it available through The Customer Insight Portal.”
For consumer-focused organizations, The Customer Insight Portal gives marketing professionals, brand managers, competitive intelligence and customer experience managers the ability to make critical decisions based on factual data regarding customers’ thoughts and feelings toward their brand, products or service. The Customer Insight Portal goes multiple steps beyond traditional text analytics by employing a rich variety of scientific methods to analyze call center notes, survey data, e-mails, documents, blogs, social media and Web sites. This enables Leximancer to uniquely provide insight into the root causes of customers’ attitudes and actions, allowing companies to determine not just what people think of them, but also why.
“The Customer Insight Portal lets business people explore and automatically find meaning, and identifies structured relationships between the key ideas or issues that are important to customers – uncovering information that was previously hidden,” said Chris Westfall, Leximancer vice president of business development. “From the people that have already used the portal, they’re saying that it provides previously unknown, actionable insights, which is great validation of what’s possible.”
The Customer Insight Portal provides deep insight without the need for set up, which means that analysis is provided without previous knowledge of the information under investigation. Users of the Customer Insight Portal can upload the data and the analysis is complete in the time it takes to make a pot of coffee. Because there is no selection of terms before getting started the results are unbiased. Companies find out what is there, not just what they think should or might be there.
Leximancer’s patent pending software platform allows customer satisfaction, brand management and competitive intelligence professionals to automatically extract the root causes of customer attitudes from Internet communications such as blogs, Web sites and social media, as well as the vast amount of data currently locked within the enterprise in the form of e-mails, service notes, call center notes, voice transcripts and survey feedback. Through its intuitive keyword discovery, cause-and-effect analysis, thesaurus and search functions, Leximancer is the only solution that delivers deep insight into customer attitudes by objectively identifying “unknown unknowns.” For more information, visit http://www.leximancer.com or http://www.thecustomerinsightportal.com.
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