Author Archives: 1En

New release is here

We are proud to announce the a new release of Opinion Mining software is now available to our customers and registered users. The release includes the following functions, features and enhancements: New format of Customer Intelligence analysis report along with … Continue reading

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Did Apple “jump the shark”?

iPad did not meet expectations of their customers, who wrote the reviews with 53% reported negative experiences (0.91) related to Reliability, and 65% of comments about Support were negative (0.94). To be fair, the customers overwhelmingly impressed with screen readability (100% rated 1.81) and usability of the device (96% rated 1.53).

I know the Apple just reported 78% increase in profits, but with 63% of their flagship product customers reporting that its value did not meet their expectations (0.98), I can’t help but wonder how long it would take for Apple to start loosing it’s “freshness”. Would Continue reading

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New release to enable Product Satisfaction Analysis

This is an example of how our algorithms translate qualitative data (Word of Mouth, Customer Feedback, Voice of Customer) into quantitative, structured information. Our customers are using this tool to do pre-survey research, to identify the questions the subsequent survey validation. Continue reading

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Sylvania NB530SLX Blu-ray disc player wins 2010 Piplzchoice Award

We measure the difference between customer expectations and their experiences with each brand, using a scale from 0 (unacceptable) to 2 (delighted). The obvious goal is to not only meet customer expectations but exceed them. So how are you doing? What about your competition?

This graph will not only tell you how consumers see your products, but of even greater importance, how they see products of your competitors. The average rating for all products is in the middle and if you see your product to the right of the center line, congratulations! This means consumers rate you above the average for all products measured. But if you fall to the left of the center, you need to make some changes as soon as possible, if you are not there, your potential customers have no reference for buying your products.
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Social Media and Customer Experience

To explore what, if anything, is actually changing with advent of Social Media in respect to the treatment of the customers. Advertisers keep complaining how difficult it is to gain share of consumer attention, yet when a company like LinkedIn or Facebook, does manage to do it, and end up raising enormous amounts of capital based on that fact, our attention doesn’t seem to be that valuable anymore. Continue reading

Posted in Customer Support | Tagged , , , | 1 Comment