Understanding customer sentiment is an absolute necessity in the unpredictable, price competitive transportation industry. Today, customers have numerous choices of not only how to travel, but which provider to select. While feedback may travel the spectrum between advocates and critics, customer sentiment is always passionate.

Organizations have numerous touch points with their customers, which offer great insight into the gap between their brand and the customer experience. To compete effectively in spite of the many options for consumers, organizations seek analytics regarding their customers. The approach many have adopted is to text mine all the different customer feedback sources to create a 360° view of their customers.

Consider the potential insight contained in:

• Guest Satisfaction Surveys
• Online Reviews
• Call Center notes
• Email/IM exchanges
• Discussion forums

Differentiate through your customer’s experience

Clarabridge is the only text mining software that transforms content into information that can improve marketing, service delivery, and product innovation. Clarabridge brings business users a broader, more informative view of their customers’ experiences, with the ability to:

• Tap into all key communication channels to understand the factors that impact customer sentiment the most.
• Track range of consumer reactions to program changes to deliver more positive experiences.
• Automatically categorize comments and cluster key concepts to proactively identify and provide solutions to the most frequently occurring topics of discussion.
• Discover new offerings for competitive positioning from your customers.