Customer churn can be a nightmare for your business, but controlling it is key to the long-term survival of your business. Why? Because repeat customers lead to higher profits for your business as they are associated with higher sales. As a matter of fact, according to the Harvard Business Report, only a 5% increase in your customer retention rates, enhances a 25% to 95% rise in your business profits. Furthermore, a study by the CMO…
Read More
This is the 4th article in my series of Text Analytics posts explaining popular approaches to feedback analysis. Last week, we talked about text categorization, a Machine Learning approach that requires training data. We concluded that it can’t detect emerging themes in people’s feedback and that it’s only as accurate as the supplied training data. Today, we’ll discuss topic modelling, also a Machine Learning approach, but an unsupervised one, which means that this approach learns…
Read More
For a long time, I’ve been planning to write a post to clarify what’s possible in Text Analytics space today, in 2018. Throughout my career, I’ve spoken with many people who are living through the pain of analyzing text and trying to find a solution.
Read More
I wanted to share with you my learnings from when our team at Thematic organized and sponsored a free 3-hour workshop on Deep Learning for Sentiment Analysis, run by Dr. Felipe Bravo-Marquez. The workshop booked out within 24hrs of announcing it and more than 40 people attended.
Read More
Have you heard of Thematic analysis? If you are working in insights or data analysis, you will have heard of Sentiment Analysis. It answers the question “Is this mentioned in a positive or a negative light?”.
Read More
How much time have you spent (let’s be honest: wasted) sitting in front of countless Excel spreadsheets trying to find new customer insights? Maybe you’re struggling with it right now!
Read More
This post contains (almost) everything you need to know about customer survey design. When designing a customer survey, as with anything, planning is key. As the saying goes, if you don’t plan, you plan to fail.
Read More
Most people believe that text analytics solutions fail because sarcasm in customer feedback is very common. Somebody writes “Great service, yeah right!” and the dumb algorithm tags it as positive. So, whenever I speak on text analytics, someone in the audience will always ask: But how do you deal with sarcasm?
Read More
According to Bruce Temkin’s 2016 study, after a positive emotional experience, customers are 15 times more likely to recommend a company. 15 times more likely! That’s a huge difference. Not surprisingly, emotion analysis is receiving a lot of buzz. But do the current solutions deliver on the key question that companies should be asking themselves: How can we provide a positive emotional experience to our customers? How can we provide a positive emotional experience to our…
Read More
The picture above depicts Paul McCartney wearing a mullet. This article criticizes word clouds, the mullets of the Internet. :-) “Every time I see a word cloud presented as insight, I die a little inside” J. Harris, data journalist If you are a manager, there is a high chance that you’ve encountered word clouds in reports on key company issues, such as customer service or employee satisfaction. I still remember the first time I encountered…
Read More