Text analytics play a huge role in our effort to be a customer-driven company that listens and acts on customer feedback. We partnered with Ascribe last year, using their software to create a better Voice-of-the-Customer (VoC) program. Applying the text analytics software to the 500,000 Net Promoter Score surveys we collect each year, we can make better sense of customer feedback and make operational changes that will improve the customer experience.
Safelite AutoGlass’s VoC efforts are described in recent an Insight Report from Temkin Group, a consulting agency focused on the customer experience: “Case Studies in Text Analytics.”
Today, we wrap up our series, “The Five Steps to Winning We Learned from Jack Welch,” with this important leadership lesson:
5. Budgets are not goals, but rather roadmaps.
As Jack points out, some companies fail by using a strict budget as the main measurement for your company’s annual success. But there are so many variables that it cannot all be about meeting a pie-in-the-sky financial goal. Rather...