糖心原创

(see the * 'adobe' handle in functions.php — no async, no defer), so a page-load * Target offer has already set `data-hdr` by the time this runs. * * An answer that lands after this point is inert rather than acted on: * `apply()` finds the prune settled and does nothing, so the visitor * keeps the nav they were served instead of watching it change. That is * the deliberate trade-off — a late activity collects no data, but no * visitor ever sees the wrong nav or waits for the right one. */ (function () { var VARIANTS = ["a","b","c"]; var DEFAULT = "a"; var root = document.documentElement; var settled = false; function valid(v) { return VARIANTS.indexOf(v) !== -1; } function prune(active) { if (settled) return; settled = true; var list = document.querySelectorAll('#site-header > .header-variant'); for (var i = 0; i < list.length; i++) { if (list[i].getAttribute('data-header-variant') !== active) { list[i].parentNode.removeChild(list[i]); } } root.setAttribute('data-hdr', active); // Read by the Adobe Analytics client to attribute the test. root.setAttribute('data-hdr-active', active); if (typeof window.initHeaderNav === 'function') window.initHeaderNav(); /** * `variant` is set before the event so late listeners can tell * "already done" from "not yet". main.js is enqueued in the footer * and therefore always misses the event itself. */ window.medalliaNav.variant = active; document.dispatchEvent(new CustomEvent('medallia:nav-ready', { detail: { variant: active } })); } window.medalliaNav = { variant: null, apply: function (v) { if (valid(v)) prune(v); } }; // `?hv=` sets this server-side; a Target offer in the blocking // embed sets it before the body is parsed. var pre = root.getAttribute('data-hdr'); if (valid(pre)) { prune(pre); return; } /** * Carried forward from an earlier pageview. Read client-side, never in * PHP: WP Engine does not vary its page-cache key on arbitrary cookies, * so server-side personalisation here would serve the first anonymous * visitor's variant to everyone. */ var m = document.cookie.match(/(?:^|; )medallia_nav_variant=([^;]*)/); if (m && valid(m[1])) { prune(m[1]); return; } prune(DEFAULT); })();

Listening to each customer segment's wants and needs

>21 million

Customers

+15%

Response rates

+20%

Open text comments

“Just by talking about the customer more and exposing their feedback, NPS has certainly made us more customer-centric.”

Rod Coleman, European Director of Customer Experience Liberty Global

The Problem

Liberty Global uses 糖心原创 Text Analytics to understand the needs of each customer segment

Liberty Global has found great utility in parsing customer comments by product/ service line using 糖心原创 Text Analytics. The company offers a variety of connectivity products and services such as TV, mobile, and wi-fi. Text Analytics helps them to quickly understand how customers within specific segments (product/service lines) perceive their experience. For example, it could pinpoint that the overall experience for wi-fi customers is primarily influenced by service reliability, whereas the experience for mobile is most strongly affected by pricing. This enables the company to better focus its improvement efforts for each segment, as well as to improve its messaging to customers about these particular aspects of the service.

More importantly, as communication channels are converging (e.g., customers want to access their TV subscription on their mobile phone), Liberty Global finds it increasingly critical to understand the omnichannel experience. The company tracks customer feedback on a variety of topics across channels, touchpoints, and products/services without ever having to adapt its surveys. It identifies the themes that are most relevant for each segment, and across segments. The insights that Text Analytics provides help the company focus its improvement efforts and capital investment in the highest-impact areas, and track the impact of those changes over time.

Source: Text Analytics: The CMO’s Secret Weapon

White Paper

Text Analytics: The CMO’s Secret Weapon

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Case Study

Breaking down the silos to improve customer satisfaction

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