Book Image

Hearing the Voice of the Customer

By : Bill Inmon
Book Image

Hearing the Voice of the Customer

By: Bill Inmon

Overview of this book

Customer is king and hearing the voice of the customers is crucial for all businesses. This book will teach you how to listen to the customer’s voice in a world of modern technology. The book begins by explaining the importance of the customer's voice for a successful business and how to listen to the customer's voice and analyze it through various technologies such as OCR and voice transcription. You will also learn extraction processes such as textual extraction, transformation, and Load (ETL) processing, and turn the customer feedback into visualization using four major technologies. Moving ahead, you will analyze raw text using Taxonomy and analyze the customer feedback in the form of comments and surveys using textual ETL. You will study strategically and tactically techniques used by the corporations to become aware of the customer’s voice, and visualize the data in bar charts, continuous variable charts, pie charts, geographical chart and scatter diagrams. By the end of this book, you will be able to manage, build, and operate a corporate infrastructure that listens to the voice of the customer.
Table of Contents (15 chapters)
Free Chapter
1
Introduction
14
13: Combinations
15
Index

Components of technology

At a very high level there are four major components to the technology required to hear the voice of the customer, as seen in Fig 3.2.

  • Capture the voice of the customer. Depending on the form of data that the voice of the customer arrives in, some of the technologies required include OCR and voice transcription. In some cases specialized technology is required for the capture of the voice of the customer. In other cases no special technology is required.
  • Manage volumes of data. It is simply a truth that in today’s world that there is a lot of data out there and that when customers talk, they say quite a bit. Attempting to hear the voice of the customer without being prepared for large volumes of data is a fool’s game.
  • Text to database. In order for the voice of the customer to be analyzed, the text of what is being said must be able to be converted into the form of a standard database. The conversion is really a transformation...