Reflections on a text analytics webinar

Surveys
If you make an effort to remedy customers' complaints, 82 to 95 percent of them will stay with you.

Reflections on a text analytics webinar

EmilyEVC, Avatar

By Georgi Bohrod, RRP (WRAP Partner)

Recently I had the opportunity to attend an informative webinar presented by CustomerCount® and Keatext. CustomerCount invited all of their clients and some other colleagues to attend. This was a unique opportunity to see and learn what’s new with the world of text analytics and how using the information can further support business intelligence.

To describe the process simply, Keatext’s platform ‘sees’ patterns within comments on the survey and then evaluates and interprets the output.

Frankly, GBG & Associates does not use text analytics in this way. We do look at online sentiment, engagement in social media and so forth. But we don’t dive deep into survey comments as a way of managing our business. However, we have plenty of clients and colleagues who do, so it was terrific to be made aware of:

  • How Keatext artificial intelligence and text analytics provides instant clarity
  • How the platform reveals actionable insights from multiple channels
  • What customers and employees are really saying

CustomerCount is dedicated to making sure their clients get the most out of the copious amount of information gathered by its enterprise feedback system.

With a goal to create and maintain customer satisfaction, the Keatext platform is yet another way CustomerCount’s cloud-based survey solution provides data and information zeroed in on improving the bottom line.

By taking open-survey questions, online reviews and social media posts, Keatext technology gives businesses a more nuanced look at what their customers are thinking and saying. CustomerCount integrates this service into its reporting platform.

Text analytics

Join us for the next webinar

Next time you have the opportunity to attend an online seminar (especially a free one) carve out the time and space for it. The 45 minutes spent in the company of the great teams at CustomerCount and Keatext along with a couple of poignant comments by CustomerCount clients reminded me that we need to stay on top of new methods and technology to grow our business and professional knowledge.

About GBG & Associates

GBG & Associates, Inc. is a communications firm with a strong track record in the hospitality sector as well as other vertical markets. We offer sound product and market knowledge with a proven track record in building brand identification through public relations, advertising and marketing strategies. GBG offers a strong consortium of individuals and companies with deep expertise in all aspects of marketing communications.

Georgi Bohrod RRP, principal of GBG, has created and implemented a wealth of tactical marketing, advertising and public relations plans for hotels, timeshare resorts, second home properties, resort developers, fractional properties, private residence clubs and travel industry corporations. Her role in changing the public perception of the timeshare industry is widely acknowledged.  A founder and member of the board of directors of WIN (Women in the Industry) as well as a designated RRP (Registered Resort Professional), she has received awards for collateral material design, interactive media design and public relations campaigns.  She was a member of the founding team of Worlds’ Finest Resorts, serving as chief marketing and public relations strategist.  World’s Finest Resorts successfully evolved into RCI’s Registry Collection.

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