While organizations have historically used customer feedback to make business decisions, the location and depth of customer data has drastically shifted in recent years. As social media adoption continues to increase, consumers are turning to outlets, such as Facebook, Twitter, forums, and blogs, to share positive and negative experiences about brands. Given the high level of transparency social media offers, the risk to a company’s reputation is heightened. How can businesses not only identify and resolve customer pain points, but prevent them altogether? Text analytics is the key.

Managing complaints

Photo: http://www.sxc.hu/profile/penywise

Join us in San Francisco! Text Analytics World is the full-spectrum conference that covers all aspects of text analytics. To solidify the business value you gain from text analytics, TAW delivers the latest methods/techniques, demonstrating their deployment across a wide range of industries, large and small. TAW also explores many of today’s major areas of text analytics, such as Big Data, Social Media, Enterprise Applications, Intelligence Applications and Knowledge Organization.

Text Analytics World San Francisco
San Francisco Marriott Marquis
55 Fourth Street
San Francisco, Calif. 94103

When:   March 18, 2014    11:20 a.m. – 12:05 p.m. PT

As part of this year’s Text Analytics World San Francisco event, Steven Ramirez, CEO of Beyond the Arc, will lead the session, “Flip the Script: Leveraging Social Media Complaints to Improve Customer Experience with Text Analytics.” Based on Beyond the Arc’s continual in-depth analyses of the Consumer Financial Protection Bureau’s consumer complaint database, we will discuss:
•    How to leverage text analytics to unlock customer insights;
•    The risks and threats of ignoring customer complaints; and
•    Best practices for identifying customer pain points before they spell disaster for your business.