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How to Create a Customer Feedback Taxonomy

[fa icon="calendar'] Mar 10, 2017 4:26:09 PM / by Matti Airas posted in Feedback Analysis, feedback categorization, text analysis methods

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There are four ways to create the categorization system (Codeframe, Taxonomy). But whatever way you choose, make sure that the system takes into account both top-down (what the management wants to see) and bottom-up (what the text makes possible) approaches. Well working categorization system requires a couple of iterations and is a balance between these two views. 

Designing and implementing a uniform categorization system might seem like a daunting task but the benefits are clear. Uniformly categorized customer comments have the power to transform your organization.

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Six Customer Feedback Taxonomy Requirements

[fa icon="calendar'] Mar 10, 2017 4:20:16 PM / by Matti Airas posted in Feedback Analysis, feedback categorization, text analysis methods

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Customer feedback taxonomy (aka Codeframe, Categorization system) enables you to report verbatim analysis results in the same way as structured information (like sales figures) is reported. It creates a common language within a company and brings customer’s voice into the decision making process. It also has the power to transform the organization to be more customer centric.

Here are the most important categorization system requirements. 

1. Encompassing

Capture all relevant words, phrases and brands from open-ended feedback.

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Thirteen Customer Experience Database Design Principles

[fa icon="calendar'] Jan 19, 2017 2:55:48 PM / by Matti Airas posted in Feedback Analysis, Customer Experience Management, Sentiment Analysis, Data Visualization, NPS, CES, data warehouse, customer experience, feedback categorization

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Extracting actionable insight is difficult. It takes a lot of work and requires serious thinking and planning. One of the most important things you need to do is to design and implement a CX database.


You, the CX professional, need to own this data. Don’t let BI or IT people set restrictions. Making compromises will greatly hinder your ability to do your work well. Good data is paramount!
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VERBATIM ANALYTICS Tip #9 Use topics to create role-based reports

[fa icon="calendar'] Nov 21, 2016 10:31:31 AM / by Matti Airas posted in Feedback Analysis, text analysis, customer loyalty, NPS, CES, text analytics, loyalty management, feedback categorization

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In Tip #6 I wrote about the four reporting layers and what kind of information different organization layers require. In this post I am going to focus in the most heterogeneous and complex layer, the managers.

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Nine Reasons for Text Analysis

[fa icon="calendar'] Nov 14, 2016 1:11:51 PM / by Matti Airas posted in Feedback Analysis, Customer Journey, customer loyalty, NPS, CES, loyalty management, feedback categorization, organizational transformation

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We now live in an experience economy. Loyalty is not just about delivering an exceptional product but making customers feel good about every aspect of your operations and brand. This is why many companies are putting in place systematic ways to track customer experience.

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How to monitor the customer journey

[fa icon="calendar'] Sep 22, 2016 8:47:04 AM / by Matti Airas posted in Feedback Analysis, Customer Journey, text analysis, customer loyalty, NPS, customer experience, customer touchpoints, feedback categorization

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It is easy to define the customer journey: you plot the different touchpoints and set them more or less in chronological order. It is much harder to monitor and measure how different touchpoints are performing.

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