NEWS8 March 2010
All MRS websites use cookies to help us improve our services. Any data collected is anonymised. If you continue using this site without accepting cookies you may experience some performance issues. Read about our cookies here.
All MRS websites use cookies to help us improve our services. Any data collected is anonymised. If you continue using this site without accepting cookies you may experience some performance issues. Read about our cookies here.
Insight & Strategy
Columnists
Impact magazine is a quarterly publication for MRS members. You can access Impact content on this website.
NEWS8 March 2010
US— Home shopping network QVC has used text analytics software from Clarabridge to scour its customer communications channels for trends and insights.
The retailer will use Clarabridge’s Content Mining Platform to analyse what’s being discussed in call centre conversations, customer emails, surveys, product ratings and reviews, and online forums and blogs, with the data feeding back into customer service initiatives.
Dan McDermott, QVC’s senior vice president of customer services, said: “QVC has been interested in text analytics tools for a long time, but we fast-tracked the effort in view of the substantial rise in the data we were seeing, particularly from social media sources.”
Clarabridge CEO Sid Banerjee added: “Customers are talking to companies and about companies more than ever, and across many industry sectors.” The response for many firms, he says, is to make investments in customer experience management initiatives, backed by customer intelligence technologies.
Banerjee’s company boasts of being a beneficiary of these investments, having added more than 20 new customers in 2009, leading to year-over-year revenue growth of 50% – though actual sales figures have not been made public.
For 2010, Clarabridge is beta-testing a new self-service analytics offering, allowing people to upload and analyse text-based emails, open-end survey verbatims, transcripts, social media content and other textual data sources via an online portal.
Newsletter
Sign up for the latest news and opinion.
You will be asked to create an account which also gives you free access to premium Impact content.
It is important to recognise and embrace the benefits of working in the market research industry, writes Louise McL… https://t.co/r7qSMTIVKk
Course5 Intelligence secures $28m investment https://t.co/tPodAbFUx1 #mrx #marketresearch
Aspect to launch Manchester viewing facility https://t.co/9ZQBkbPRMN #mrx #marketresearch
The world's leading job site for research and insight
Spalding Goobey Associates
Clientside Senior Research Executive, Quant – 18 month contract
£32–38,000 + benefits
Hasson Associates
DP Analyst
£30000–38000
Differentology
Market Research Creative Internship – Summer Placement
You will be paid £10.42 per hour
RT @researchlive: MRS and MTab partner on training and certification https://t.co/r3ehEDDGRs #mrx #marketresearch
The post-demographic consumerism trend means segments such age are often outdated, from @trendwatching #TrendSemLON
0 Comments