Clarabridge Blog

United Airlines has come a long way in the way it listens to its customers. From the time of paper surveys and manual coding to automated text analytics of online surveys, Matt Hadfield has seen United move to a whole new level of customer experience management.

Best Buy has always known that its employees know a lot about their customers, and that gathering that knowledge can be valuable. Before text analytics however, it was “very difficult to do what we knew was important other than a survey every once and a while,“ said Best Buy’s Steve Wallin.

When trying to understand your customers, it is important to use a combination of rich unstructured data anchored by quantitative structured data, agreed the members of the Executive Panel at the Clarabridge Customer Connections Conference Wednesday morning.

Increasing customer loyalty is the holy grail of everycompany, because we know a loyal customer is a repeat customer. Being responsive to their concerns and complaints is a big part of that, and with better online engagement models, which use sentiment and text analytics to power insight extraction, companies can respond effectively and quickly, which inevitably increases customer loyalty.