6 Articles

Eric Weight

In his professional life, Eric is a 20-year veteran of the computer software industry and former Manager for Deloitte Consulting. He currently directs the solutions consulting team at MaritzCX responsible for supporting the sales team in designing and promoting enterprise programs focused on understanding customer experiences.

Follow Eric

Applying Text Analytics to Social Media

The amount of customer feedback coming from social media channels is growing rapidly. Companies who don’t capture and analyze this feedback are missing or ignoring a large percentage of the valuable information that could be helpful to their business. Therefore, many businesses are turning to text analytics systems and technologies to automatically process and analyze text in all its forms and transform it to be utilized in identifying trends, early warning signs, product issues, suggestions for improvement, and cries for help from customers.

May 11, 2011 By: Eric Weight

Answering the “Why” Question

When you combine structured data with unstructured data, such as freeform replies to open-ended survey questions or comments on the Internet, you add another layer of depth that can give you a complete picture. For example, you can see what customers are saying about a poorly performing product, why customers in a specific region for a specific type of product and for a specific time period are unhappy, and what were the key issues that drove low satisfaction.

April 12, 2011 By: Eric Weight

The Importance of Unstructured Text in a VOC Program

Businesses are turning to text analytics systems and technologies to automatically process and analyze unstructured text in all its forms and transform it to be utilized in identifying trends, early warning signs, product issues, suggestions for improvement, and cries for help from customers.

March 24, 2011 By: Eric Weight

Social Media Best Practices for Contact Centers

Social media offers customer service professionals a great opportunity to leverage a new channel for customer feedback and enhanced communications. By establishing social media as a shared resource, contact center managers can identify new ways to enhance the quantity, quality and value of electronic communications.

February 3, 2011 By: Eric Weight

Combine Text Analytics and Data Mining to Uncover Deeper Customer Insights

The explosion of digital and social media has changed the way we communicate – as people, as consumers, and as companies. While this has made hearing the voice of the customer easier than ever, it has also introduced a new challenge: too much information (or, as the Twitter Generation would say, TMI). Much of this content is unstructured text in comments or social media postings. The challenge is to chisel out the “gold” nuggets trapped inside this bedrock of customer feedback and use the refined raw material to make decisions aimed at specific business goals.

October 17, 2012 Eric Weight

Applying Text Analytics to Social Media

The amount of customer feedback coming from social media channels is growing rapidly. Companies who don’t capture and analyze this feedback are missing or ignoring a large percentage of the valuable information that could be helpful to their business. Therefore, many businesses are turning to text analytics systems and technologies to automatically process and analyze text in all its forms and transform it to be utilized in identifying trends, early warning signs, product issues, suggestions for improvement, and cries for help from customers.

May 11, 2011 Eric Weight

Answering the “Why” Question

When you combine structured data with unstructured data, such as freeform replies to open-ended survey questions or comments on the Internet, you add another layer of depth that can give you a complete picture. For example, you can see what customers are saying about a poorly performing product, why customers in a specific region for a specific type of product and for a specific time period are unhappy, and what were the key issues that drove low satisfaction.

April 12, 2011 Eric Weight

The Importance of Unstructured Text in a VOC Program

Businesses are turning to text analytics systems and technologies to automatically process and analyze unstructured text in all its forms and transform it to be utilized in identifying trends, early warning signs, product issues, suggestions for improvement, and cries for help from customers.

March 24, 2011 Eric Weight

Social Media Best Practices for Contact Centers

Social media offers customer service professionals a great opportunity to leverage a new channel for customer feedback and enhanced communications. By establishing social media as a shared resource, contact center managers can identify new ways to enhance the quantity, quality and value of electronic communications.

February 3, 2011 Eric Weight