The amount of customer feedback coming from social media channels is growing rapidly. Companies who don’t capture and analyze this feedback are missing or ignoring a large percentage of the valuable information that could be helpful to their business. Therefore, many businesses are turning to text analytics systems and technologies to automatically process and analyze text in all its forms and transform it to be utilized in identifying trends, early warning signs, product issues, suggestions for improvement, and cries for help from customers.
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When you combine structured data with unstructured data, such as freeform replies to open-ended survey questions or comments on the Internet, you add another layer of depth that can give you a complete picture. For example, you can see what customers are saying about a poorly performing product, why customers in a specific region for a specific type of product and for a specific time period are unhappy, and what were the key issues that drove low satisfaction.
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Businesses are turning to text analytics systems and technologies to automatically process and analyze unstructured text in all its forms and transform it to be utilized in identifying trends, early warning signs, product issues, suggestions for improvement, and cries for help from customers.
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Join the American Marketing Association for the free March 23 webcast titled, “Social Media – The New Frontier of Customer Feedback.” Speakers include Matthew Bowman, former CEO of Wi5Connect (a social media company) and Eric Weight of Attensity (text analytics expert). To register, go to http://bit.ly/ajOQop
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