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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What to do with that data?

Posted on August 4, 2008. Filed under: Customer Insight Portal, Leximancer | Tags: , , , , , |

Corporations have spent millions, if not billions, on new ways to collect input and feedback from customers. Recordings of customer service calls, having call center operators take notes, e-mail campaigns, online feedback forms and countless other methods.

What we’ve seen in many cases is that executives look at the data, find a few similar points customers make and come to conclusions. Those conclusions usually dictate action and budget allocation. Churning through piles of data and reports is difficult and time-consuming, so gut feeling is supported by only modest quantitative information in most cases.  Of course this is a gross over-generalization, but in fact is true in many many cases.

For example, a company that does call center performance optimization collects an unbelievable amount of rich data. They have call center transcripts, agent notes, self-service feedback from customers … just loads of the stuff. Their problem – because a modest amount of quantitative data is available, all this qualitative stuff is dropped on the floor.

From what we have seen, there are two major problems:

  1. Businesses are coming to the wrong conclusions or are missing greater opportunities to gain critical insights that are waiting to be found in qualitative data; and
  2. So far, they are not getting a good return on the serious investment made in collecting qualitative data.

That’s where Leximancer and The Customer Insight Portal come in handy. Without any prior set-up or definition of terms (which can be laborious and time consuming), we take that unstructured data, including transcripts from call-center conversations, and provide insight that companies can actually use. That insight includes discovering unknown issues with customers that quantitative data can’t identify.

Just today on a call with a prospective customer we found that two different sources of feedback on their mobile devices delivered two very different sets of opinions. While both were making some complaints, one group was unhappy about physical features of the devices (e.g. the screen easily scratches and is difficult to read) and the other group was frustrated with calling plans and services.  So even at this high level of insight, the marketing team now knows how to adjust their message,  who to engage with a different message or promotion and can provide critical feedback to the product development group.

Simply, we provide a way for executives to get big return on that wise investment to capture all that data-yes quantitative, and yes qualitative.

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They’re all happy, right?

Posted on July 23, 2008. Filed under: Case study, Customer Insight Portal | Tags: , , , , , , , |

At Leximancer, we talk about finding the unknown-unknowns. Those moments where you look at the concept map and find connections you had no idea were there.

We were recently working with a technology client we’ll call Company Z (we’ve changed some specifics to keep client confidentiality – but the story is true) and they found out, through Leximancer analysis, that their very happy clients were happy for different reasons which had huge implications for strategic planning and deployment of resources.

Company Z is in a good place. Profits are solid. Things are running smoothly. Customers are happy. Being a smart company, they didn’t rest on their laurels and sought customer feedback.

The marketing department spent dozens of person hours (sound familiar?) crawling through comments to find patterns and insight.

When we sat down with Company Z, we took the same data they spent a couple of weeks on, uploaded it in a few minutes and we found that customers in the United States were satisfied for one reason and customers in Canada were satisfied for another reason.

Apparently U.S. customers like the service, but can’t find parts. In Canada, it was the exact reverse.

You could hear the jaws drop.  Not only did Leximancer find the same information in a few minutes that it took them weeks to sort through, it discovered something they had no idea was in the data. That is what it means to uncover the why, not just the what. That’s the power of Leximancer.

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