Last month, we held a “Remarkable Comments” contest, inviting you to submit your favorite feedback received from your customers. We had entries from attendees at TMRE, online submissions from around the world, and many comments submitted by our own customers, who incidentally had a lot of very nice things to say about us in the process. That was fun.
It’s a refreshing change of pace for us, as we spend most of our days processing customer comments in batches of tens-of-thousands. Although our software allows us to look at the individual comments side by side with the categorized feedback, we enjoyed the chance to lean in and read the comments one by one.
The winning entry came from Senior Manager, Strategy & Insights at Dannon, Elizabeth Ackerley, who shared this remarkable comment, made by a 7 year old:
“How can you pack that much protein in a little cup? My mind is blown!”
That comment made our day, and the Dannon team must have enjoyed it even more. Elizabeth will soon be enjoying her new Apple Watch, and our attention is once again turned to the big picture: processing many thousands of comments each day to help our customers identify actionable insights that can drive continuous improvement, innovation, customer satisfaction and loyalty.
The true voice of the customer is a fascinating vantage point, and it’s tempting to take action based on individual comments. But when one comment becomes thousands, it’s not so easy to decipher the right actions to take, especially given different demographics and perspectives from different customer segments, not to mention all of the other feedback that may or may not have sentiment attached to it.
When you use text analytics technologies to code, classify and then visualize the feedback, everyone wins. You can now simultaneously aggregate, filter and align the comments to get to the right insights that will impact the customer journey and improve your operations. The research analyst drives additional ROI and improved productivity, and the customer wins with a better, more satisfying experience of your company’s products, services and brand.
Take a look at some of the benefits of using text analytics software to enhance your Customer Experience.
Congratulations once again to Elizabeth Ackerley at Dannon for her Remarkable Comments Contest win!
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