https://mopinion.com/reduce-churn-using-text-analytics/ Customer Feedback Intelligence For Digital Enterprises Wed, 06 Sep 2023 08:33:39 +0000 hourly 1 https://wordpress.org/?v=6.0.2 https://mopinion.com/reduce-churn-using-text-analytics/#comment-73 Tue, 07 Feb 2017 14:51:51 +0000 https://mopinion.com/?p=5699#comment-73 […] their own explanations as to why they have given a high or low score. Once this data is collected, it can be analysed using text analytics. Text analytics can gauge the severity of the feedback based on positive, negative and neutral word […]

]]> https://mopinion.com/reduce-churn-using-text-analytics/#comment-41 Tue, 27 Dec 2016 15:29:51 +0000 https://mopinion.com/?p=5699#comment-41 […] to more extensive analysis tools, including customisable dashboards (data visualisation) and text analysis. There is something for everyone, but it is, however, important to determine what you want to […]

]]> https://mopinion.com/reduce-churn-using-text-analytics/#comment-32 Thu, 01 Dec 2016 16:00:46 +0000 https://mopinion.com/?p=5699#comment-32 […] When it comes to modern politics, persuasion is everything and Trump happens to be very strong in this. Throughout his campaign his tactic has been to play off the emotions of Americans who are “angry with Washington” and fearful for their future. And with all that’s going on in the world including the refugee crisis, the loom of environmental crises and nuclear warheads, he’s got quite a bit of material to work with. So what does he do? He taps into the emotions of these people and leverages these feelings. Lesson to be learned: Get to know your customers on a more sentimental level. To measure feedback there are several popular metrics we can use including Net Promoter Score (NPS), Customer Effort Score (CES), Goal Completion Rate (GCR) and much more. However what we miss with these metrics is the element of human sentiment. In other words, the thoughts and feelings of our customers. Why is this important? Open-ended texts provide your customers the opportunity to express how they’ve experience your website. It gives you the “why” factor that most quantitative data can’t give you. You can read more about this topic in my blog about reducing online churn using text analytics. […]

]]> https://mopinion.com/reduce-churn-using-text-analytics/#comment-18 Wed, 09 Nov 2016 14:16:55 +0000 https://mopinion.com/?p=5699#comment-18 […] be clear in what you are asking so your customers understand. Always try to incorporate one or two questions that require an open-text answer. These will give you deeper insights into how your customers feel and can even generate ideas you […]

]]> https://mopinion.com/reduce-churn-using-text-analytics/#comment-12 Thu, 03 Nov 2016 16:46:32 +0000 https://mopinion.com/?p=5699#comment-12 […] words, Excel provides the tools for crunching numbers, so what about large volumes of feedback or open-ended comments that require text analysis? Our tip? Visualising and analysing your feedback using personalised dashboards can be a great way […]

]]> https://mopinion.com/reduce-churn-using-text-analytics/#comment-11 Wed, 26 Oct 2016 13:29:10 +0000 https://mopinion.com/?p=5699#comment-11 […] open text responses and different categories of feedback. Open text responses can be monitored with text analytics and enables your customers to explain why something isn’t working or why they are not purchasing […]

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