Clarabridge’s capabilities to automate the process of categorizing and analyzing 100% of the unstructured, qualitative customer feedback comments on surveys integrated with the insight derived from Satmetrix’s Net Promoter methodology, enables organizations to effectively allocate resources and make adjustments which help deliver the biggest returns in customer satisfaction and loyalty.

Satmetrix is focused on helping clients measurably improve customer loyalty and link the results to financial outcomes. Their solutions combine robust technology and best practices to:

• Gather trustworthy data from customers
• Derive actionable insights from that data
• Integrate customer insights into the daily workflow of employees
• Engage in an ongoing dialogue to increase loyalty and referral behavior

They have more than 10 years of experience and more than 700 implementations of enterprise-scale programs that manage customer dialogue in a rigorous, operational fashion. They bring best practices in building a customer-centric culture and invest in ongoing research and development to continuously provide the latest innovations for improving loyalty and driving growth. Take action in time to change the outcome: Satmetrix helps clients continuously monitor and act to improve the customer experience. They help reduce detractors and increase promoters: their solutions deliver specific and relevant guidance to employees to improve the customer experience, and to help leaders make structural improvements in the operations of the business. Market-leading companies who have adopted Satmetrix and Net Promoter are seeing results. They enable organizations to implement the programs needed to increase customer loyalty and foster positive word-of–mouth.

One of the keys to driving marketing impact is to leverage the power of brand-based communities that can scale to hundreds of thousands. These communities are where customers come to talk to companies, and where they come to talk to each other. It’s B2C and increasingly C2C. Together Satmetrix and Clarabridge provide a foundation that unlocks the value hidden inside tens of thousands of these conversations and put them to work.

So Many, Many Words - by Scott Morrison

A Full Accounting

H&R Block plunged into text analytics two years ago, when it faced stiff competition for its do-it-yourself online tax-preparation service.

As a first step, H&R Block wanted to understand why some customers were willing to recommend the service to friends and others weren't. With much of its business compressed into the weeks around tax time, the company needed to respond quickly to promote features or services that were popular -- or fix problems that were turning off clients.

Read the complete story.

TNS, a world leader in business information & market research services providing insight across all industry sectors, selected Clarabridge’s Content Mining Platform to mine and analyze customer comments for The Gap. With almost $16 billion in sales in 2007, The Gap is one of the leading Top 100 Retailers as identified by the National Retail Federation. As the top U.S. apparel specialty retailer and owners of Old Navy and Banana Republic brands, being able to identify trends among their customers likes and dislikes is critical to their ability to stay abreast of fashion changes and continue to offer quality merchandise.

In 2006, MicroStrategy and Clarabridge formed an OEM relationship. The combination of these best-of-breed technologies enables businesses to unlock the power of unstructured content with advanced reporting and analysis capabilities. Through detailed analysis of hidden and unstructured data, companies can gain greater, more valuable insights into customers and their preferences.

MicroStrategy, a global leader in business intelligence technology, provides reporting, analysis, and monitoring software that enables leading organizations to make better business decisions every day. MicroStrategy empowers business users to make informed decisions by providing timely, relevant, and accurate answers to their business questions.

Many Fortune 1000 companies turn to MicroStrategy for enterprise-wide BI standardization. Companies choose MicroStrategy for its advanced technical capabilities, sophisticated analytics, and superior data and user scalability. MicroStrategy is built from a single architectural foundation, making it the most integrated and efficient BI architecture available.

MicroStrategy and Clarabridge provide crucial real-time customer intelligence on products, services, competitors, and consumer trends that allow companies to respond immediately to competitive situations, develop more innovative products, and improve product quality. In addition, MicroStrategy and Clarabridge provide customer-experience managers with the necessary software tools to gain insight into customers needs, wants, and desires by extracting themes, emerging issues, sentiments, and root causes of customers feedback from text sources such as emails, call center notes, survey verbatims, Internet forums, and social networking sites.

For instance, while useful customer loyalty data may have previously been locked in call center transcripts, using MicroStrategy and Clarabridge, users can spot trends and prioritize issues based upon millions of consumer comments on official and third party forums. In addition, feedback can automatically be categorized rather than having users manually process this data, avoiding a time and labor intensive task.

The tight integration between MicroStrategy and Clarabridge delivers world-class services to companies who are at the forefront of an emerging trend in business intelligence. MicroStrategy and Clarabridge help companies to ask better questions, analyze more data, and make smarter decisions to maximize their technology investments. Some of MicroStrategy and Clarabridge’s successful, joint customers include Gaylord Hotels, H&R Block, and Sage Software

• From Wise Marketer: "It's not just the loyalty data - it's how you use it" (Requires registration)
• New White Paper: Customer Experience Success through Text Analytics
• News Coverage: CIO Magazine: Text Analytics: Your Customers are Talking About You

Adamson works with Clarabridge to enhance one of our key client products, Narrative Insight. Clarabridge’s ability to analyze unstructured data at an unprecedented level is a vital tool in making this product a powerful consumer planning tool.

The concept of Narrative Insight is fairly simple. All brands, whether they try to do so or not, tell a story. Brands that tell a "higher story," that connect on a higher level of meaning, tend to be more successful and have a deeper hold on their customers.  Harley-Davidson is a good example. This brand reaches far beyond attitude and deep into behavior. Harley riders embrace their brand with ritualistic zeal. Harley lets its adherents participate in a rich storyline:  "When you ride with us, you're free.  You're unencumbered--you’re in control of your own destiny. Moreover, you are part of a special fraternity. We all ride together."

Not all brands have a story that is so easy to derive. But understanding the story that a brand tells about itself--and more importantly the story that its customers tell--is enormously informative.  One thing we have learned since the dramatic rise of online resources is that consumers are now the ones telling the story of a brand. Brands are in less control.  

Narrative Insight is a stark contrast to “traditional insight.” At Adamson, we classify traditional insight sources into two general categories:  analytical data and cultural data. Analytical data is anything with a number behind it. It includes all forms of survey research, ratings services, sales reports, MRI data, and the like. Cultural data is drawn from non-numerical resources and includes such things as focus group studies, in depth interview reports, ethnographic studies, and other observational research.

The problem with traditional insight is that everyone plays on the same field and looks at the same data or the same types of data.  Especially at the highest competitive levels, everyone has the same sources and methodologies to gather their intelligence. Fresh insights are rare and usually incremental.

With Narrative Insight, we add a third component, what we call “structural data.”  The term refers to the structuring that takes place when “unstructured data” is subjected to analysis. That’s where Clarabridge comes in. With its powerful text mining capabilities, we are able to understand the voice of the consumer in a truly objective, unobtrusive manner. More than any form of insight data available to us,the structural data (transformed unstructured data) we obtain from Clarabridge gives us a dimension we never had before.

Thus, the limits of traditional insight evaporate. Narrative Insight gives us the full picture.  We have an understanding of the story that consumers are telling about a brand—and that’s the story that really counts. 

Reston, Va. - June 16, 2008 --

Clarabridge, the leading provider of text analytics solutions that improve customer experience, today announced the general availability of Release 3.0 of its Content Mining Platform™ (CMP). With this release, Clarabridge has incorporated a range of important new customer-driven capabilities, including an intuitive guided discovery interface for analysts and researchers, enterprise class deployment capabilities, and application and packaging enhancements.

In development for the past year, CMP 3.0 provides an enterprise class platform for use by customer-oriented analysts across marketing, product, and customer care organizations. Business analysts now gain a powerful drag-and-drop web interface, Clarabridge Navigator™, which makes it easy for non-IT users to harvest customer feedback from surveys, user forums, online product reviews and other consumer-oriented sources. This interface uniquely empowers a broad range of users, business analysts and market researchers to rapidly explore, organize, and distill insights from text-based customer experiences, product suggestions, and market feedback.

"Text analytics is a key enabling technology for customer experience management, said Fern Halper, partner at Hurwitz and Associates. "An important element of this type of solution is to provide business users a scalable platform to explore and interact with unstructured data on the front end. Solutions such as Clarabridge’s Release 3.0 can help support the collection, distillation, and dissemination of customer experience insight across the enterprise."

With initial CMP deployments now expanding across the enterprise to non-IT departments and across multiple customer feedback sources, CMP 3.0 includes enterprise class enhancements to Clarabridge’s sentiment extraction engine that provide clients with finer domain-specific tuning, allowing for more accurate and in-depth analysis of customer sentiment on a particular subject. To support a robust, scalable software as a service (SaaS) model, CMP 3.0 also gives analysts from different departments the ability to collaborate on various customer experience management initiatives. It also improves the core technology that supports multi-terabyte data volumes, foreign language requirements, the processing of diverse data types, and the secure sharing of data with other applications.

Mainstream customer analytics users demand fast time to value along with a stable enterprise platform. They will benefit from the specific analytical bundles in the Clarabridge Content Mining Platform™ 3.0 that provide a jump start for marketing, service delivery and product innovation professionals in dealing with typical customer feedback sources such as surveys, call center notes, and web based consumer generated media.

“Clarabridge purposefully designs products to support a business community, and our new release 3.0 is an extension of that purpose with its focus on meeting the needs of the customer-oriented enterprise,” said Sid Banerjee, chief executive officer. “Our clients are now able to dive deep into customer feedback to support their changing business environments and organize it for broader business consumption across the organization.”

The Clarabridge Content Mining Platform™ version 3.0 is being demonstrated at the Text Analytics Conference June 16 - 17 in Boston. Several Clarabridge customers, including Gaylord Hotels and Intuit, will present as will Clarabridge’s president and chief technology officer, Justin Langseth.

For more information on the Text Analytics Conference, please visit http://www.textanalyticsnews.com/4thannual08/

Related Articles:

• Information Today

• Intelligent enterprise

About Clarabridge

Clarabridge enables Fortune 1000 customers to transform text into valuable information to improve market research, customer care, product development, quality assurance and risk management. Clarabridge's award-winning software links the worlds of text analysis, search and business intelligence (BI) to enable enterprises to more quickly and intuitively leverage all of their data-internal and external, structured and unstructured-to make better business decisions. Clarabridge's Content Mining Platform™ is the first text-mining solution to work seamlessly with standard BI applications, tools and techniques, and Clarabridge delivers the industry's only hosted text-analysis solution with its Content Mining Service™. Clarabridge is headquartered in Reston, Virginia. For more information, visit www.clarabridge.com.

Contacts

Laurie Bowser-Sever
Interprose PR (on behalf of Clarabridge)
(919) 469-7102
lbs@interprosepr.com

How we connect with people can influence our relationships, our attitudes and our success. This is true not just for individuals but also businesses, it is critical that companies effectively connect with their customers in order to understand their motivations, frustrations and in what ways they can be better served. 

The contact center surveying/feedback and analytics market grew by a resounding 21.3% between 2007 and 2008. This represents the strongest growth ever in this market segment, and this trend is expected to continue. Based on sales during the past year and the momentum carried into 2008, DMG is forecasting 20% growth in 2008. The substantial increase in adoption of survey/feedback systems is being driven by the recognition that customer insight and feedback is important to the enterprise, not just the contact center. Click here to read the full article.

Colin Shaw, Founder and CEO of Beyond Philosphy and the keynote on the first day of C3, discusses the 3 Strategic Questions every organization needs to address about CEM. Click here to view the video.

Vovici is the pioneer of Enterprise Feedback Management (EFM), providing comprehensive online survey software, panel management and online community solutions to some of the world’s largest organizations.  Vovici’s v4 platform is the industry’s most robust EFM solution and has been built to enable high volume data capture of closed-end and open-end data.

Vovici and Clarabridge have been able to leverage this powerful data collection platform in helping to gather open-text responses for several B2C organizations surrounding their customer’s experience. Vovici’s v4 solution is successfully integrated with the Clarabridge Content Mining Platform™ (CMP) to create a complete Customer Experience Management solution that cost effectively refines unstructured and structured data and creates a holistic view of the customer experience.  These complimentary solutions marry both qualitative and quantitative data providing increased reliability and validity of customer data by taking into account the feedback, perceptions and attitudinal data. 

As a result of their strong partnership, Vovici and Clarabridge have successfully closed several marquis accounts over the past year and recently co-hosted the American Marketing Associations highest attended webinar titled “Marketing in a Web 2.0 World” in which marketing professionals from around the country learned how to take advantage of quantitative and qualitative data to improve customer intimacy and loyalty.

MyCustomer.com
By: Neil Davy, editor

The next 12 months are threatening to be far tougher for organizations than the last. So what has the world of customer relationship management taught us this year that will stand us in good stead for 2009?

Read more

MyCustomer.com
By: Richard Snow, Ventana Research

Customer contact technology has developed rapidly in recent years as the customer has become increasingly sophisticated. The vast majority still use the same old metrics: customer satisfaction (50%) compared to only 24% using first call resolution rates. Only 10% measure lifetime value of customers and even less, 7%, use net promoter scores.

The most frequently cited reason is the lack of products that can produce more business-focused metrics, which we find astounding. Over the last two years, this has probably been one of the fastest growing markets with a whole host of potential solutions, ranging from:

•       Enterprise BI vendors that have preconfigured versions of their products focused on customer performance management.
•       Products that can produce real-time reports and analysis on contact center performance.
•       Products that can extract data from any number of different data sources and produce cross-function reports and analysis.
•       Products that can analyze recorded calls and text-based interactions.
•       Tools that can predict customer behaviors based on past interactions and outcomes.

Read more

MarketingProfs
By Karl Gustafson and J. Mark Carr

Current economic conditions require that businesses make difficult investment and cost-cutting decisions. Maintaining a customer perspective in these trying times will ensure that the right activities are invested in and your customers are satisfied and secure.

Those that retain their customers in the current economic environment will not only be more resilient in the short term but also best positioned to prosper in the long term, when the economy begins to rebound.

Read more at MarketingProfs

• Collect and analyze customer feedback and communicate actions to employees and customers.
• Reconfigure processes from the outside-in, rather than from the inside-out.
• Act as one organization to ensure consistency.
• Be open and exclusive.
• Personalize products, services and offerings.
• Alter attitudes and employee behavior.

• Plan and design the complete customer experience.

 Click here to read the complete article

Alterian (Formerly known as Techrigy) works with Clarabridge to convert social media content into actionable customer intelligence. Using Alterian’s SM2 (Social Media Monitoring Solution), Clarabridge is the first to integrate social media content with internal enterprise feedback for more meaningful analysis of customer data. This is the industry’s first advanced text analytics software that allows companies to integrate social media content into their existing internal enterprise feedback to create more useful customer analysis.

Alterian’s SM2 is the premier social media monitoring and analysis tool for public relations and marketing professionals. The solution is designed to provide visibility into social media for anyone managing brands and reputations online. Marketers are empowered to fully utilize social media dialogue with the consumer to make informed, intelligent and insightful decisions around their entire marketing programs, whether online or offline, and therefore create a more in depth profile of their existing and potential customers.

SM2 combines a growing data warehouse of nearly 3 billion pieces of data from blogs, Facebook, Twitter, YouTube, MySpace and other social media sites with state of the art search, analysis and reporting tools. Marketers are now able to harness the power of the consumer’s voice within social media as an integral part of their online and offline marketing strategy.

That’s where Clarabridge’s SMA comes in. It automatically removes unwanted content, sorts actionable from non-actionable topics, and applies enhanced meaning and context to conversations using included Natural Language Processing, classification, and sentiment scoring engines. Clarabridge SMA users can create custom web-scraping routines to access product review sites, discussion forums, and subscription sites, as well as integrate with internal data sources, such as emails, call center notes, and surveys, whereby giving them an unprecedented 360-degree view of customer experiences, opinions, and issues both online and offline. Clarabridge counts a leading retailer as its first customer to recently deploy SMA.

Clarabridge SMA can be deployed as a stand-alone solution, accessing only social media content, or as an add-on to existing Clarabridge text mining software implementations. It includes a full suite of reporting, visualization, predictive analytics, and early warning that provide product, service, marketing, operations and other teams with an enhanced understanding of content. It also incorporates a new user interface powered by Techrigy to help marketing and PR teams immediately monitor and participate in social media conversations. Users enterprise-wide can now ultimately listen, analyze, act upon, and measure customer experiences across every internal and external feedback channel. Marketing is currently going through a revolution. The days of mass marketing, untargeted mailings, email blasts and generic brochure-ware websites are numbered. Marketers now need to appeal to the individual and engage with customers on a one-to-one basis. For more information on Alterian SM2, please visit www.techrigy.com.