Intelligent Enterprise reports that Gaylord Hotels has completed a successful pilot project with the Clarbridge text mining platform.
They previously had a third-party firm reading and categorizing comments about problems and keeping track with tick sheets, but they focused only on which categories received the most comments. With text analytics, they were able to tie comments to structured one-to-five satisfaction rankings, and quickly discovered that their biggest problems were not necessarily related to the most common complaints.
This certainly has Web 2.0 implications, or even for Web 1.0 customer feedback for multi-channel merchants. For details, click HERE.
Tuesday, May 06, 2008
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