Clarabridge Blog

Talk about a tasty win-win—we just announced that Wendy’s® International has selected Clarabridge to automate their customer feedback program.  With our text analytics solution, Wendy’s will be able to gather and analyze critical customer information in just minutes.

Clarabridge had the pleasure of participating in 2 very different social media events recently. Today, we attended the NVTC Social Media Committee event], a lively panel made up of  experts from Network Solutions, USATODAY.com, Novak Biddle Venture Partners, and Discovery Communications. Yesterday, we had a “booth” at the AMA Social Media: Cracking the Code for Business Marketers virtual tradeshow. Both very different approaches to tackling social media – one involved wearing a tie, the other involved carpal tunnel syndrome.

My best gift ever was when, at 8, I finally received my own bike – not a hand-me-down from an older uncle, but a real man’s bike, a black and red space invaders bike with a big banana seat - that I immediately took to the streets in a fit of intense glee.

Customer feedback is a gift, to quote the Chairman of our Steering Committee, which when turned into action should approximate that 8 year old’s satisfaction of finally getting a bike I could ride with pride. At our recent users conference, one of our sessions focused on the challenges and best practices in mining social media for actionable customer intelligence. For more information on what needs to go into a social media analytics solution, register to take a look at our new Guide.

For the purposes of that presentation, we analyzed 128,000 comments about 6 major retailers over the 2009 holiday season. Our Social Media Analysis...

With the exception of the Tiger Woods debacle, President Obama’s health care reform is the most talked about issue in our country today. And it should be, as it is going to affect all U.S citizens in one form or another – for better or worse. The discussions (or debates) about the reform plan not only rage on in Congress and on national news channels by experts in the field -- but also among us regular ol’ citizens. And we’re not just discussing it at home with our families and friends, we’re discussing it online and we’re tweeting and face-booking about it.

As I crisscross the country to visit our customers, partners, and prospects, it occurs to me how wonderfully diverse, yet similar in many ways, the Clarabridge customer base is.  Our clients come from different industries – from retail to hospitality to communications to technology to manufacturing.  They sell different products and services – from washer machines to computer software to pharmaceutical drugs.  They analyze varying sources of data – from call center notes to surveys to blogs.  But at the end of the day, they all are relentlessly focused on one thing: how to enhance the experiences of their customers.  All our customers want to understand better is what their customer’s value and what they don’t, so they can in turn make better business decisions. 

I recently read Lisa Barone’s blog entry about how companies shouldn’t “forgot about real customer service”  and it got me thinking. In this time of social media bandwagon hopping, are we forgetting the basics? I too, leapt on, but a recent customer experience leads me to to consider an example of a company that provides great customer experiences the old fashion way.It wasn’t always like this with Cox. I remember the dark days of Cox when I was in college. Then it was long waits, poor service, and rude employees. Well I have to hand it to them. They’ve changed dramatically. Now I happily pay Cox for phone, Internet, DVR and TV. Here are some of the things they seem to do exceptionally well.

With 6 million customers, Cox Communications, in my opinion, is a company that does a fantastic job implementing strong customer experience processes.It seems others agree with my experience judging from DSL report’s ranking of cable providers 

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