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How Do I Know When OK Isn’t Good Enough?

When a major bank wanted to understand what was it that made a customer into an advocate and quantify the impact on branch performance it meant listening to thousands of customers talking about their experience in their own words.   A major South African Bank needed  to understand the differences in what they offer and […] [...]

By MineTech | Apr 19th, 2016 | ,

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Negative Customer Experience

Issue: Client wanted to analyze customer feedback across all touch points, regarding negative experiences with their company to isolate the problem areas and prioritize their response to those problems. Solution: We created a text mining ontology that included all of the problems that customers had complained about in the past. Next we processed all of […] [...]

By MineTech | Apr 19th, 2016 | , , ,

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