- To help increase your customer lifetime value,
and propel your engine of growth,
you need customers telling their friends,
and families, and networks, about how great you are.
Advocacy for your brand can come to life
in a number of different ways.
Most often these days, customers like
to share their experiences with their social networks.
It's almost as if you have a focus group that's open 24/7
where you can put your ear to the ground
and tune in to what customers are saying about you.
For example, the travel sector is constantly in transition,
with transient customers on the move.
Airlines and hotels use text analytics
for a number of applications.
Text analytics and natural language processing
can reveal customer's insights with lightning speed.
If you're an airline with 4000 flights a day,
you obviously have a constant real-time stream
of customer sentiment and customer comments.
To work through each message by hand
could prove less than cost effective, if not impossible.
Text analytics can isolate messages
that should be prioritized to the top of the heap.
Another example is hotels that focus
on the reputation and star ratings.
For those hotel chains focused on quality improvement,
text analytics provides a clear understanding
on what is troubling and what is inspiring customers.
Text analytics combines machine learning and data mining
and can help you to save time
in servicing customer insights,
track trends over time, summarize information,
and it can inform predictive analytics.
Advocacy is a powerful tool.
Using text analytics can help you to stay in tune
with what your customers are saying.