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Hearing the Voice of the Customer

You're reading from   Hearing the Voice of the Customer Boost your business revenue by interpreting the customer's voice

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Product type Paperback
Published in Jan 2018
Publisher
ISBN-13 9781634623315
Length 153 pages
Edition 1st Edition
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Author (1):
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Bill Inmon Bill Inmon
Author Profile Icon Bill Inmon
Bill Inmon
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Toc

Table of Contents (15) Chapters Close

1. Introduction
2. 1: Value FREE CHAPTER 3. 2: Source 4. 3: Technology 5. 4: Taxonomies 6. 5: Text 7. 6: Visualization 8. 7: Restaurants 9. 8: Call Centers 10. 9: Airlines 11. 10: Surveys 12. 11: Strategy 13. 12: Infrastructure 14. 13: Combinations 15. Index

Generic vs specific taxonomies

A generic taxonomy is a taxonomy that applies anywhere. For example, sentiment is a form of generic taxonomy. It does not matter whether you are talking about cookies and cake, automobiles, sports, or finance. How you express feelings is all the same for any subject you are speaking about. You can say:

  • “…I like …”
  • “… I hate …”
  • “… I despise …”
  • “ …I love …”

and similar expressions. All phrases express sentiment (either good or bad) and it does not matter what subject you are talking about. The same goes for negativity. The words:

  • “…not…”
  • “ …no…”
  • “ …never…”
  • “...hardly…”

all express a negation of what is being said with no regard for the content of what was being expressed. For this reason...

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