Amazing Business Radio: Alyona Medelyan

Get Thematic with Customer Feedback 
How to Get the Most Out of Your Customer Feedback 
Shep Hyken interviews Alyona Medelyan. They discuss how natural language processing can help companies focus on the most important problems to drive up customer satisfaction. Sound a little technical? It is, but it’s fascinating. More important, it’s relevant. The future is here today! 
Top Takeaways: 
Natural language processing is an analytic tool that helps programs and AI (artificial intelligence) analyze and understand “everyday” language.  
Using natural language processing allows companies to understand what customers are saying in their own words, link it to NPS (Net Promotor Score) and, most importantly, identify the most important problems their customers are facing. 
Once companies have identified the problems that are most important to their customers, they can prioritize the order in which they fix them. Too often executives focus on things that matter less to customers rather than fixing the most pressing issues. 
More often than not, customer service is not the root of the problem. Broken