In summary
Organizations that wish to stay in business must listen to the voice of the customer. Listening to the voice of the customer places the organization into a proactive position.
There are three major challenges in the listening to the voice of the customer:
- Capturing the voice of the customer and managing the volumes of data that ensue
- Converting the text into a form that can be analyzed by the computer
- Converting the text and analysis into a visualized format.
Inherent to the analysis of the voice of the customer is the understanding that often customers only raise their voice when there has been a problem. In addition, merely analyzing text is the first step to understanding the customer. Context of text is as important as the text itself.
