“I don’t read very much” – Perhaps just not reading books but I will guess that you just don’t read conventional material much (after all, you read this didn’t you?). This is one of the areas I aimed at when writing this post, we consume but just don’t put a badge on it anymore.

Thinking about your point about the academic literature you defaced with good reason, this may well be the next step in e-readers where you will be able to highlight, bookmark or comment on passages or sections. This in itself will come about as the way people utilise these tools expands.

I totally understand the desire to hold a book but I easily let go of the need to have music on CD or vinyl. In fact I would consider that in moving to portable media for me has changed the way I use my musical collection for the better. Bring it all wherever you go and see where your mood takes you!

A Kindle as a Christmas works gift – Talk about appreciation!!

My wife on the other hand, always has her face in a book. She got a Kindle last Christmas as a works gift. I doubt she would have bought one herself.

From what she’s told me, my impression is that it’s great to read on, she like’s reading on it, & it’s a wonderful idea. But she doesn’t like the thought of paying for a book and not having something she can put on a shelf and loan out to someone. For instance, one of the books she read on the Kindle is a sequel, and she has the first one in good old-fashioned paperback. Even though she own’s it on the Kindle, she still feel’s like she want’s to buy the physical book. We have stacks of books at home (I need to buy shelves) and even though i dont read them, I just love looking at them. For someone that doesnt read, I love looking over shelves of books!

When i did read at school, one of the things i did was to write in books… take notes, underline or circle passages or write in my own thoughts or arguments, etc…. now as far as im aware you can’t circle a passage on a Kindle!

In the long run (decades?) I can see Kindle and similar devices being even more common, but books are one of the few things where I like to have the physical object. I’m not big on ‘stuff’, but books and music are two things where I want the physical object.

Now, where’s my copy of NOW 12 on double vinyl…

Gather insight into customer’s thoughts daily (through Event Driven Feedback) – quarterly or bi-annually may be too vague & generalised

Once understanding the underlying reasons for the customer issue, categorise your changes & then drive out & manage the change

This begins to affect the culture within your organisation to be customer focused

The listening understanding and changing your organisation is driven through EFM (Enterprise Feedback Management)

We are a year down the line & its been an interesting journey…

Beyond quantity and sentiment, however, text analytics is moving toward driving action.

At the micro level our VOC programs will trigger a highly-individualized alert based on what the customer types into a survey, tweets, posts, blogs, etc. At the macro level, our analysts weave the analysis of unstructured data into predictive and regression models, making them deeper, broader, and more precise.

In our c-sat program, we get feedback from customers about specific attributes of different areas of the customer experience, including customer service, sales reps, etc. You can identify customers that were dissatisfied with certain areas of their experience, then use internal data like CRM or case management records to do some root cause analysis to uncover what causes the dissatisfaction. Taking corrective action on these process gaps should results in improved scores for the effective attributes, which in turn should result in higher satisfaction, assuming of course you already know that you’re measuring the right attributes through other analyses.