Category Archives: Opinion Miner

B2B Customer Experience Management – a story from the trenches (Part 2)

In the last week post I wrote about the reasons the examples of B2B Customer Experience Management successes and failures are not as widely available as B2C ones. I also started describing a specific example of pitfalls on a journey … Continue reading

Posted in Customer Experience CX, Customer Intelligence, Opinion Miner | Tagged , , | 9 Comments

Valuable insights into channel performance

Knowledge of customer satisfaction and experience delivered by a specific channel can be very illuminating from a brand manager’s perspective. It could be even more enlightening if customer satisfaction metrics also analyzed units sold by each channel and units returned. … Continue reading

Posted in Customer Experience CX, Market Intelligence, Opinion Miner | Tagged , , , , | 12 Comments

Size does not always matter

It is interesting that most conversations about Social Media Monitoring start with a size, breadth and velocity of data and rarely address desired outcomes for this investment. Regardless of what, or even if, you are paying for use of Social … Continue reading

Posted in Market Intelligence, Opinion Miner | Tagged , , , | 2 Comments

The Power of Words

This is about a different tack of using customer reviews to find words for marketing communication that naturally resonate with targeted consumer segments. Continue reading

Posted in Customer Experience CX, Opinion Miner, Product Marketing | Tagged , | 1 Comment

Customer Satisfaction with Windows smart phones rise by 18%

Windows phones satisfaction has seen the most dramatic increase since the previous quarter – 18%. Online Marketing Research shows 5 out of 10 phones with highest CSI scores are Windows models. Continue reading

Posted in Market Intelligence, Opinion Miner, Product Marketing | Tagged , , , , , , | 27 Comments