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Voice of Customer Analytics: What, Why and How to Do It
Voice of Customer programs transform unstructured feedback into usable data. This article dives deep into what Voice of...
Customer Experience Management
The Crucial Piece that NPS Misses, and How to Fill the Gap
Net Promoter Score (NPS) is great for a quick view of customer satisfaction and brand health. But NPS can be...
Analysis
Customer Feedback Analytics in Hospitality: Full Guide
We analyzed 50,000 TripAdvisor reviews of Best Western to demonstrate the value of customer feedback analytics in...
Airport
Analyzing Airport Reviews Using Natural Language Processing
We used cutting-edge natural language processing (NLP) and sentiment analysis software to analyze thousands of...