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

Taxonomy depth

Taxonomies have different “levels”. The level of depth of a taxonomy refers to how deep the classifications of data can go. At the very least a taxonomy is two levels deep. In a taxonomy that is two levels deep, there is a simple classification and the words that are classified. In a three level taxonomy there is a classification and a classification of the classification. In an “n” level taxonomy, the classification process can continue as deeply as the analyst wishes. There is no theoretical limit to the depth of an n level taxonomy. There are of course practical limitations. Fig 4.3 depicts a two level, a three level and an n level taxonomy.