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CASE STUDY: Hotel Chain Looks for 'Moments of Truth'

Horwitt, Elisabeth

Computerworld, 2011-10, Vol.45 (18), p.32-32

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Título:
CASE STUDY: Hotel Chain Looks for 'Moments of Truth'
Autor: Horwitt, Elisabeth
Assuntos: Chains ; Customer satisfaction ; Data analysis ; Entertainment ; Hotels & motels ; Media ; Social networks ; Surveys ; Texts
É parte de: Computerworld, 2011-10, Vol.45 (18), p.32-32
Notas: ObjectType-Article-2
SourceType-Scholarly Journals-1
ObjectType-Feature-1
content type line 23
Descrição: Gaylord Entertainment, a hotel chain, is using Clarabridge Enterprise to gather and analyze data from internal sources such as customer satisfaction surveys, as well as external sources such as industry-specific forums and social media sites like TripAdvisor and Yelp, according to Shawn Madden, Gaylord's executive director of operations analysis. The system lets Gaylord employees analyze text in customers comments to determine which sentiment-scored words are most often associated with particular product features. Such analysis allows the company to find "moments of truth" -- areas of customer experience where improvement is likely to have the most positive impact, Madden adds.
Editor: Framingham: IDG Communications, Inc
Idioma: Inglês

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