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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The Customer Insight Portal Reviewed on The App Gap

Posted on October 16, 2008. Filed under: Customer Insight Portal, News | Tags: , , , , |

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.

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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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Instant Competitive Analysis on Blog and Forum Data: Motorola Razr versus iPhone

Posted on August 29, 2008. Filed under: Customer Insight Portal, Leximancer | Tags: , , , , |

We live in a new world. Today’s social and business cultures have merged on the Internet. Never before have executives had so much data about customers and their thoughts, feelings and attitudes at their fingertips. But like most good things, it comes with a catch: There is too much unorganized data to be easily useful, but turning this into Customer Insight that you can act on is the difference between market leader and recording record losses.

We used The Customer Insight Portal to turn some of this mass of data into real insight and business intelligence by looking at customer sentiment of the Motorola Razr and the Apple iPhone. All the data used is from fully public blogs and forums that do not require a login. 

Initial Concept Map from The Customer Insight Portal

Initial Concept Map from The Customer Insight Portal

 

What we discovered is that customers all are looking to upgrade to a new and improved product. There are several features shaping customer purchase decisions including overall design and style. It’s important to customers that their phone has a good screen and camera, supports video, plays music and supports Web browsing. While customers like the cool look of the Razr, they feel the iPhone is the best available device for playing music.

The iPhone has competing opinions about the new product. Some describe the iPhone as cutting edge technology and say that it delivers value for money. Others complain of delays, and cite problems with software, pricing and a battery that only lasts a day. While there are conflicting views on carrier service, there is consensus that free calls and other offers are effective in attracting new business. That fact that only the Razr is available on Verizon and Sprint is a significant decision point.

How much do you think that kind of insight is worth to your company?

 

 

 

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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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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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