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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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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

13: Combinations

There is great value in looking at the data that comes from text. However, that value is even greater when you use a combination of unstructured data and structured data. Fig 13.1 shows that databases whose origins are unstructured data and databases whose origins are structured data can be combined.

As an example of the value of combining unstructured data and structured data, consider the following. Once there was a restaurant chain that listened to their customer’s feedback. One month they decided to count the number of complaints that came from each of their stores. At the end of the month they tallied the complaints and produced a simple bar graph. Fig 13.2 shows the bar graph that was produced.

One could draw the conclusion that something was wrong with store 221 since they had the most complaints. However it turns out that store 221 is in Manhattan in Times Square. Store 202 is in the Chicago loop. Store 176 is in Monahans, Texas. Store...

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