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For many organizations the voice of the customer is heard on the Internet. The customers of organizations leave comments on the Internet. Another place where the voice of the customer can be heard is the call center that many corporations have.
The restaurant business is competitive. Restaurants are always competing for new customers in many ways. And restaurants want to hold on to their existing customer base.
Typically restaurants are measured by several parameters:
In today’s world, listening to the customer is a challenge for many reasons: there are a lot of customers; most customers are heard electronically (i.e. not in person); and customers speak in text, not in neatly well-defined pre-structured, little boxes that can be checked off.
The world of banking is competitive. Turn on TV and see how many banks advertise their services. Drive in your town and on every other corner there is a bank. Turn on the Internet and see how many banks are represented there.
Some advanced companies are using their call center to understand what their customer is trying to tell them.
So what is it that the corporation is actually hearing from their call center? What can corporations learn from their call center conversations and exchanges?