Leximancer Partners with Polecat Ltd.

Posted on December 3, 2008. Filed under: Leximancer, News | Tags: , , , , , , |

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.

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Using Social Media To Get to the Root of Customer Experience for Coffee Bean & Tea Leaf

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

Meikah of Customer Relations: The New Competitive Edge visit to a Coffee Bean & Tea Leaf in the Philippines brought up an interesting question about customer service. Should there be a limit to pleasing customers? Her visit made her realize that in its willingness to please, CBTL was allowing customers to perhaps overstay their welcome, meaning that new visitors were often unable to find seating.

To help Meikah answer her question and determine if finding available seating was a common problem for Coffee Bean & Tea Leaf, Leximancer’s The Customer Insight Portal analyzed Yelp! reviews from Los Angeles and San Francisco. The conceptual map is a starting point to viewing the data visually, and understanding the different concepts and themes that came up in Yelp! reviews. The Customer Insight Portal allows users to drill down all information and see the direct verbatims.

Above is a conceptual map of the data analyzed by Leximancer’s The Customer Insight Portal. The circles represent frequent themes found within the reviews. The file icons on the far right and left represent feedback from Los Angeles and San Francisco. Note how the theme tea is more closely correlated to San Francisco, and coffee is more closely correlated to Los Angeles. The theme parking is also very prevalent in Los Angeles reviews, which makes sense because of how car-centric Los Angeles is. Many of the comments related to feedback on how awful the drivers were in the parking lots and how customers had to pay for parking after more than an hour.

The Conceptual Map Breaking Down the Concepts by Themes

Above is another snapshot of the conceptual map of the data analyzed by Leximancer’s The Customer Insight Portal. This time the concepts, which help determine the themes, have been filled in. As you can see Starbucks is closely aligned with Coffee Bean & Tea Leaf (CBTL).

Yelpers Feel Parking is Important for Coffee Bean & Tea Leafs in Los Angeles

Yelpers Feel Parking is Important for Coffee Bean & Tea Leafs in Los Angeles

As Meikah noted her blog post, seating was a concern as many people are prone to settle in, which makes seating scarce for new arrivals. For the San Francisco and Los Angeles branches of CBTL, seating did show up as something that was on the minds of their customers. See the seating concept within the outdoor theme above; clearly customers are talking about outdoor seating—which we found by selecting some of the ‘evidence’ links in The Customer Insight Portal.

The majority of references related to seating were related to available outdoor seating, which makes sense in warmer California, especially Los Angeles. For CBTL, this creates actionable customer insight as they’ll know to the patio seating preference of their Califormia customers.

Leximancer’s The Customer Insight Portal let us drill down to the specific feedback given. Below are excerpts of the 47 reviews related to seating:

•    Kudos for outdoor seating so i can sit outside with my smoker friends slowly killing myself breathing in that lovely second-hand smoke. Thanks guys…i love you too. and for always getting my drink right. and for being right next to my work. and always having room for me to sit.
•    Outside seating means great people watching, if you consider the people in this neighborhood remotely interesting.
•    This is a good one because it’s pretty big inside and there’s outside seating for all the hot-body watching.
•    Solid drinks, nice Baristas and plenty of outdoor seating. I absolutely love sitting outside on a windy and chilly later afternoon enjoying a smoke, a nice cup of whatever, and some good ol’ free wi-fi.
•    Not so much seating inside, but lots outside, including a big fun firepit!
•    And, it’s right in front of a nice big park that you could relax in. Or, there is outside seating, and a firepit.
•    They only have about 4 tables outside and no indoor seating. .. but it’s the grab and go location I visit anyway.
•    Unlike most Coffee Beans in West LA that are generally located on busy streets corners, this location is in a residential area and thus you are not sucking in diesel fumes from the Blue Bus while seating outdoors. The patio alsk has a fire pit that provides cozy heat during winter months.
•    Seating is horrible, as there are a couple tables and an overstuffed chair, and the place is constantly moving.
•    This CB & T along the Market St.-strip is the busiest in terms of crowds and location. The outdoor seating area is not great and becomes a toxic-wasteland section for smokers.
•    This location is nice for the outdoor seating, assuming it’s not another one of the San Francisco bone chilling days.
•    This is one of THE best corners for people-watching and celeb-spotting in all of L. A.. Lots of outdoor seating where people and pooches soak up the sun.
•    There is plenty of seating tho, especially welcome when the rain is falling, which I suppose is the main draw.
•    The location is very central on Fillmore St so it is very tough to find outdoor seating on a nice day
•    The indoor seating is very limitied – like 2 small tables. They have a huge patio area with a fire pit that keeps you warm in the winter months.

Also, related to customer experience is the correlation between the concepts friendly and service. While not everyone rates their service highly, many of the customers felt the baristas were very friendly. The proximity to the themes of service and location are telling, as it shows that Yelp reviewers feel that service depends on the location.

Another important thread of review comments that we found was Starbucks. It was easy to find a direct correlation between reviews of Starbucks and CBTL. And we can see the most reviewers prefer CBTL to Starbucks.

•    Okay, I used to refuse to accept that Coffee Bean could possibly be better than Starbucks, but then I really gave it a chance one day and realized that it actually IS much more satisfying.
•    I love everything about the Coffee Bean & Tea Leaf, far better than Starbucks and any other competitors. I drink in and buy my own for home and work.
•    Coffee Bean can kick Starbucks ass any day of the week. However, my local CB is not up to par on the classy coffee joints I’m used to.
•    Coffee Bean has the best vanilla lattes. They actually still have baristas unlike Starbucks.
•    You gotta hand it to Coffee Bean despite being a chain, it feels oh-so-local compared to the corner Starbucks, and in Los Feliz, the locals do come out for their coffee here, and many leave their laptops at home in favor of a newspaper, or (*gasp!*) actually talking with other people!
•    I love everything about the Coffee Bean & Tea Leaf, far better than Starbucks and any other competitors. I drink in and buy my own for home and work.

While this blog post only provides a brief overview we hope that readers can see that using The Customer Insight Portal can result in actionable insight that can be used to increase customer retention and satisfaction.

If you have a question related a company’s customer experience you think The Customer Insight Portal can help you answer, e-mail Chris Westfall (chris.westfall at leximancer.com) with recommendations for a future blog post.

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A-Twitter About Sprint

Posted on October 6, 2008. Filed under: Customer Insight Portal | Tags: , , , |

Sprint, known for its lackluster customer service, recently came in last on the latest JD Power wireless service study. Its CEO has publicly voiced that Sprint is beginning new initiatives to get its customer service program back on track. To accomplish excellent customer service and identify actionable customer insights, Sprint will need to listen to its customers in all of the ways they communicate including social networks, Twitter and blogs.

Twitter, a microblogging service, serves as an immediate pulse for any company on how their customer service teams are performing. As a company, Sprint can monitor Twitter for every mention of their company to get a live stream of feedback that will be paramount to their recovery. What’s more, they can follow the lead of Frank Eliason and his Comcast team and respond to concerns in real time with official company Twitters.

Conceptual Map of Feedback on Sprint on Twitter

Conceptual Map of Feedback on Sprint on Twitter

Leximancer searched for mentions of Sprint on Twitter within 50 miles of five major cities – New York, Los Angeles, Seattle, San Francisco and Washington DC. Analyzing this data on The Customer Insight Portal allows users to identify central themes and concepts in the ways its customers are talking about Sprint on Twitter.

The Theme Hate is Closely Correlated With Feedback From NYC

The Theme Hate is Closely Correlated With Feedback From NYC

The first red flag is the theme hate, which is closely correlated to the Twitters from New York City. Users from New York City mention “I truly hate sprint right now” and “boooo sprint booo!! I hate them!!”

For Sprint, this presents an excellent opportunity to continually monitor Twitter to see if feedback improves over time and to compare feedback from month to month.

The Theme Service

The Theme Service

Service is a major theme for Sprint on Twitter. Using the Query feature on The Customer Insight Portal, we find that comments run the gamut (examples below).  The quote on Heroes that “There’s no service here.  I should have gone with Sprint” received multiple mentions showing Sprint’s product placement helped create buzz.

  • I pretended it was a joke.  Sprint service is not so good in my personal experience, though that was 6 years ago.
  • in Sprint customer service time, 1 min really means 10 mins. i’ve been on hold for 20 mins, he came back on 2 x to say 1 min, plz
  • my contract ran out in May. If not, I’d have claimed I was moving to middle of Nevada, where there’s no Sprint service.
  • “there’s no service here.  I shoulda gone with sprint”- quote on heroes.
  • Live chatting with a Sprint customer service rep. This is a nice
  • Sprint takes wireless service to the max in Baltimore ( Leslie Cauley/ USA. . http://tinyurl.com/3pfgom (expand)
  • working to save sprint customer service from going down the drain.
Sprint Launches a New Service

Sprint Launches a New Service

In addition, Sprint’s launch of the XOHM Wimax service in Baltimore showed up as a major theme speaking to the buzz the launch received.

So cutting through the noise with The Customer Insight Portal makes it easy to uncover both issues and praise—and provides an opportunity to get to specific customers to respond in an engaging way for the benefit of the brand.

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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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