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You're reading from Hearing the Voice of the Customer Boost your business revenue by interpreting the customer's voice

Product type Paperback

Published in Jan 2018

Publisher

ISBN-13 9781634623315

Length 153 pages

Edition 1st Edition

Tools

Boost

Concepts

Project Management

Author (1):

Bill Inmon

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Table of Contents (15) Chapters

1. Introduction FREE CHAPTER

2. 1: Value

Where is the voice of the customer?
What is the customer saying?
New customers versus existing customers
Changing marketplace
How to listen to the voice of the customer?
Feedback to the customer
In summary

3. 2: Source

On paper
Voice recognition
Email
Social media
Spreadsheets
Surveys
Warranty claims
Processing the voice of the customer
In summary

4. 3: Technology

Components of technology
Special technology needed
No special technology needed
Volumes of data
Converting text into a database format
Visualization
In summary

5. 4: Taxonomies

Generic vs specific taxonomies
Taxonomy depth
Multi lingual taxonomies
Other forms of taxonomies
Dynamics of a taxonomy
In summary

6. 5: Text

Connectors
Predicates
Complex sentences
Negatives
Scope of inference
Supercategories
What is a product?
Drill down analysis
Is there text that cannot be analyzed?
In summary

7. 6: Visualization

Visualizing the voice of the customer
Expectation phenomenon
The importance of negative feedback
Non sentiment data
In summary

8. 7: Restaurants

The voice of the customer
Feedback over the internet
Textual ETL
So what is the customer saying?
Leaving money on the table
Drill down processing
In summary

9. 8: Call Centers

What you would like to know
Textual ETL
Visualization
Processing text
The relational database
In summary

10. 9: Airlines

Listening to the customer
Gathering the customer feedback
In summary

11. 10: Surveys

The real value of the survey
Taxonomies
Sentiment and declarative statements
Different types of sentiment
Segmenting the respondents
In summary

12. 11: Strategy

Strategically and tactically
A corporate benchmark
What’s on the customer’s mind?
How to improve the customer experience
In summary

13. 12: Infrastructure

Refining raw data
Different kinds of visualization
Origins of drill down processing
Unit of time
In summary

14. 13: Combinations

In summary

15. Index

Connectors

Most analysis is based on what is in a sentence. But occasionally a connector binds together two sentences. Fig 5.2 shows the use of a connector.

When a connector is found to separate two or more sentences, the sentences are analyzed separately.

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You're reading from Hearing the Voice of the Customer Boost your business revenue by interpreting the customer's voice

Table of Contents (15) Chapters

Authors (1)

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You're reading from Hearing the Voice of the Customer Boost your business revenue by interpreting the customer's voice

Table of Contents (15) Chapters

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Authors (1)

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