Leximancer Adds Strategic Partner in OrbisIP Limited

Posted on October 24, 2008. Filed under: Leximancer, News | Tags: , , , , , |

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.”

About Leximancer
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.

About OrbisIP
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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CONTACT:
Elaine Ellis
Metzger Associates
eellis at metzger.com
303-786-7000

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Powerfully Simple

Posted on October 20, 2008. Filed under: Customer Insight Portal, Leximancer | Tags: , , , , , |

Two concepts you rarely see linked in software reviews are “powerful” and “easy to use,” but those concepts are the first impressions of everyone who has put The Customer Insight Portal through its paces.

Fern Halper is the latest to be surprised by the powerful simplicity of the Portal and the speed of reaching actionable insight. Fern discovered that even a new user can dive in, load data either from internal documents or the Web and in minutes have actionable insight at your fingertips.

“The portal is very easy to use. You simply login and then tell the system the files you would like to analyze. You can upload internal documents or specify the URL(s) you would like to mine. Once the analysis is complete, you can then drill in and out of the concepts and highlight the pathways between concepts.”

And dive in she did. Fern explored several articles on the current financial crisis to see what new insight she could uncover, and using the Pathway Analysis tool quickly found an unexpected link.

“I was interested to understand the ‘seats’ concept and its relationship to the economic crisis, so I highlighted the path. In a separate window all of the articles related to the concept path are highlighted. It then became obvious from the articles, that given the financial crisis, the democrats stand to gain more seats in the senate and lock up a 60 seat filibuster proof majority.”

What kind of insight and unexpected links do you think The Customer Insight Portal can unlock for your business?

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My Starbucks Idea – What Starbucks Customers Really Want

Posted on October 14, 2008. Filed under: Customer Insight Portal, Leximancer | Tags: , , , , , , , , |

In the last couple months, Starbucks joined the social media scene in a big way – launching their My Starbucks Idea site, a Web site dedicated to allowing customers to voice their own ideas about that they would like to see change, improve, etc. at Starbucks.

Users can submit their own ideas related to employees, coffee and tea, merchandise and Starbucks cards. Ideas are then rated by points and reviewed by Starbucks corporate employees, some of which are seen through in action.

Jeremiah Owyang, a senior analyst at Forrester Research, called this the “start of social computing (where individuals who participate socially to build something greater) work together to craft better products, services and experiences for companies.”

Conceptual Map of My Starbucks Ideas

In the six or seven months since Starbucks launched this Web site, there have been thousands of idea entries. When using The Customer Insight Portal to analyze the top rated ideas of all times, we found some interesting themes that would provide strong actionable customer insight for Starbucks.  

Coffee - a major concept as it relates to My Starbucks Idea

One major theme around My Starbucks Idea was obviously coffee. This shows that by using My Starbucks Idea, many customers have ideas centered on improving the coffee at Starbucks, whether it is through better offers and choices, bolder coffees, etc. There were also many mentions of Starbucks’ Pike’s Place blend, which will be discussed further later.

A map showing the prevalence of the theme love

Another main theme around Starbucks was love, in terms of what customers loved about Starbucks or what they would love to see at Starbucks in the future. As you can see, there are many concepts related to love, which shows that its most passionate customers still are finding much to their liking. It also creates actionable insight for Starbucks to capitalize on the things their customers love, as well as the things customers would love to see changed at the stores. 

Pathway Analysis showing customers would love more vegan options

When looking further at some of the things customers love or would love to see, one can see that vegan options, like sandwiches and pastries would be preferred menu items. Although Starbucks already offers soymilk products, their food items lack vegan options. This theme was repeated through My Starbucks Idea as something customers would really like to see changed in the near future.

“Although I applaud Starbucks for finally offering soy milk for its coffee 
beverages, I would love it if they would offer more vegan food options.”

“While I love that Starbucks offers soy milk at every store, there are 
almost no totally vegan food items. That would be my addition to the store.”

“Love your silk soy, but why don’t you offer 
vegan snacks? if you had a dairy free muffin for example i wouldn’t 
have to make two stops on the way to work every morning!”

“I love that Starbucks offers soy 
milk, but you should start offering vegan pastries & sandwiches. Whole 
Foods sells a lot of vegan pastries that taste great.”

One can see from the excerpts above that Starbucks gained critical insight to retaining some of their valued, vegan customers. By adding some vegan options to their menu, many of these loyal customers would make Starbucks their one stop shop. 

A map highlighting the theme Dunkin Donuts as it relates to Starbucks coffee

One interesting insight for Starbucks was the presence of Dunkin Donuts as a theme on the Starbucks data map. While not directly related to the My Starbucks Ideas per se, looking at the pathway analysis, you can see that Dunkin Donuts is related to the coffee theme, more specifically the Pike’s Place blend.

 “As an avid and loyal Starbuck’s customer I am very unhappy with the 
new Pike Place Roast. It’s obvious that corporate leaders are trying to 
better compete with McDonalds, Dunkin Donuts, and White Hen, but, please do 
not do so at the expense of your loyal customer base.”

“Pike Place is not my first choice brew. It is too mild and I 
feel I could get the same type of coffee from a Dunkin Donuts or a man 
selling coffee from a cart on the street.”

“I just don’t understand why Pikes Mistake has to be the only option 
for a cup of brewed coffee. It isn’t as though there isn’t enough business 
to justify keeping Pikes Mistake and also offering a bold coffee for those 
of us that like something better than the many gas stations, McDonalds, and 
Dunkin Donuts coffee.”

“It is your choice, as Pikes Peak is weaker than Dunkin Donuts.”

OK, I’ve tried the 
new blend 10 times to be fair and I must say – it is terrible. It 
tastes old the second it is brewed and the aftertaste is something 
reminiscent of a taste from the Dentist’s office. I am mostly a decaf 
drinker and the new blend has driven me to Dunkin Donuts. I love the 
Starbucks people, and I will miss them, but I can’t stomach another sip.”

Looking further into this correlation at the textual level brings Starbucks two actionable insights. First, one can see that Pike’s Place is not popular amongst Starbucks regulars, especially when it is the only option available. Secondly, one can see that some customers are actually choosing to go purchase their coffee from Dunkin Donuts, instead of Starbucks, as a result of this disliked blend and the lack of more options. My Starbucks Idea shows Pike’s Place is already under review, which is important considering the frequency of how often it showed up

This would show Starbucks that in order to retain their current coffee drinkers, may need to look into a) replacing Pike’s Place blend altogether or b) at least providing more than this blend as an option.

A map showing that Starbucks customers enjoy free incentives, especially when it comes to free WiFi availability

When My Starbucks Idea first launched early this year, Becky Carroll of Customers Rock noted that customer requests focused on free “loyalty” drinks and free WiFi. Six months later, free WiFi still remains one of the more popular ideas, while free “loyalty” drinks isn’t a strong theme.

“I think that there should be free Wifi in all Starbucks stores. My hometown 
Sbux does not have free WiFi but I am currently abroad and all the Sbux I 
have been to overseas have it for free, and I feel that it is a nice 
amenity that would make me come in more and stay longer.”

“My local library has free internet. I 
can’t think of how many latte’s I would have purchased over the past few 
years if Starbucks did not nickle and dime their potential customer base.”

“It is beyond me why Starbucks does not get that free internet across all 
retail stores for ALL customers would dramatically increase business.”

While free is an overarching theme on My Starbucks Idea, it should be noted that customers are always going want free options but Starbucks will have to determine if their business model can support it.

By using Leximancer’s The Customer Insight Portal, Starbucks can use their My Starbucks Idea Web site to even better satisfy their customers and increase retention. As Maria Palma of Customer is Always notes, Panera started getting more of her business after she got tired of paying $30 for WiFi that didn’t always work. Free WiFi is a concept that Starbucks customers are clearly calling for.

With thousands of ideas to sift through, using The Customer Insight Portal allows Starbucks to know exactly what their customers would like to see, and would they would like not to see, ultimately allowing the Starbucks corporation to better understand what ideas they should focus on putting into place.  

 

 

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Why the W? Examining Reviews for the W Hotel

Posted on October 1, 2008. Filed under: Customer Insight Portal | Tags: , , , , , , |

With plenty of hotel chains, vacation resorts and eclectic bed and breakfasts’ throughout the country, consumers have numerous choices of places to stay, especially in large cities. In order for boutique hotels, like the popular W line, a brand of Starwood Hotel & Resorts, to retain customers amid all of the competition, it would be important to listen to customer feedback, particularly indirect feedback and online discussions or review to understand what changes their customers may want to see.

Conceptual Map of Customer Feedback on Trip Advisor
Conceptual Map of Customer Feedback on Trip Advisor, Expedia and Hotel Chatter

Using Leximancer’s The Customer Insight Portal, we analyzed Trip Advisor customer feedback as well as comments from Hotel Chatter and Expedia to gain actionable insight from W customers in four major markets – Chicago, Los Angeles, San Francisco and New York City.

Pathway Analysis to show dislikes of W Hotel NYC

Pathway Analysis to show dislikes of W Hotel NYC

One of the first, and perhaps one of the most important actionable insights we found is that W customers dislike – the bathrooms. Who would have guessed?!

Through some further investigation of the Chicago and New York City locations, you can see that W customers thought that the bathrooms and showers were tiny in size, the bathroom lighting was dark and customers overall disliked how the bathroom and bedroom were partitioned from one another. Digging farther into some of the text excerpts shows that this was a prevalent theme associated with dislike:

    * The rooms were small.
    * Rooms were small, dark and smelly.
    * Disliked – Rooms are a bit pokey.
    * Needs big time face lift.
    * Small room, lack of light.

Conceptual Map highlight Room theme and outlying concepts.

Conceptual Map highlighting Room theme and outlying concepts.

Most of the “dislike” stemmed around the rooms themselves. When a new W is designed and built, the corporation will have actionable customer insight that customers would like to see larger and brighter rooms and bathrooms. Or in the short term, these locations can look to make some upgrades in their existing rooms to provide additional light and better partitions between the room and bathroom.
Pathway Analysis from Staff to Friendly

Pathway Analysis from Staff to Friendly

By tuning into online sources of customer opinion, you can find not only things to address, but also areas to accentuate to keep loyalty high. As an example, consumers of all four W locations actively commented on staff and location. When digging in further, one can see that the themes of friendly and helpful pervade the discussion location and staff, especially the bar and lobby staff. This shows the W that a friendly and helpful staff is something their customers appreciate when choosing these hotels and these locations.

Pathway Analysis from Chicago to View

Pathway Analysis from Chicago to View

One interesting insight unique to the Chicago W hotel was the importance of the view to their customers.
So whether accentuating the positive or addressing the negative, the W customer and marketing leadership team have an opportunity to act on the insights they wouldn’t otherwise have been able to tap into without The Customer Insight Portal.
If you’re interested in learning more about how the travel industry can tune-in to customer opinions online and how they can be acted on through online and offline customer campaigns, there will be a webinar on Wednesday, Oct. 8 at 9 am – 10 am MDT. Please click here to register as seating is limited.

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In the News: The Customer Insight Portal

Posted on August 14, 2008. Filed under: Customer Insight Portal, News | Tags: , , , , , , , , , , , , |

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.

About Leximancer
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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Leximancer In the News

Posted on August 12, 2008. Filed under: Customer Insight Portal, Leximancer | Tags: , , , |

Leximancer has started its expansion from Europe and Australia into the North American market – and that move is gaining attention as businesses realize the power of the software, the great possibility of partnerships with OEMs and the ease and depth of The Customer Insight Portal.

We were featured in the business section of the Boulder Daily Camera (a regional publication in Colorado). Business writer Alicia Wallace highlights why the Leximancer software and The Customer Insight Portal are such important business tools in today’s marketplace.

The article also talks about the features of Leximancer including language independence, the ability of the technology to deal with massive amounts of data and quotes Chris Westfall, Leximancer vice president for business development:

“The program, which is language-independent, analyzes the words, phrases and context from a broad spectrum of forums and pools that information together in a chart- and web-based form that allows the users to gain meaning from the content.”

Also noted in the article was the unique ability for Leximancer and The Customer Insight Portal to work with no prior set up. You upload the data and the analysis begins, in the time it takes to make a pot of coffee. And, the software delivers the root cause of customer problems or issues, giving insight in the “why” there is an attitude or behavior, not just “what” that attitude or behavior might be.

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