carsten

Having fun telling business stories w/ analytics. Lately voice of the customer w/ #nlp #ml. Back in the day comp sci @umich, cog sci @mit, strategy marsandco.

[carsten @carstenhohnke]

@Johnubacon How was that not a touchback? Didn’t have control, foot clearly out of bounds?

[carsten @carstenhohnke]

@Johnubacon So jealous! I love watching the freighters glide by Little Point Sable each summer—the Edgar Speer, Wifred Sykes, and occasionally, the Arthur Anderson. I’ve always wondered what it would be like on board—now I have a better idea! Thank you!

[carsten @carstenhohnke]

Let’s go data science people … What variables do I check next to unravel this mystery? What analytical techniques should I use? #datascience #analytics #mortgage #cx

[carsten @carstenhohnke]

What happened with home purchase behavior in the first half of 2022?

Just a few weeks ago, the federal government (FHFA and CFPB) released the latest set of data on the experience of getting a mortgage. The data lags …

[carsten @carstenhohnke]

But the data below are all purchase borrowers. What accounted for the shift? Demographics? Average home price? Number of government (e.g., VA) vs conventional loans? Geographical region? Interest rates ...

[carsten @carstenhohnke]

If you want to identify your customers’ satisfaction drivers, give me a call. I can help. If you don’t collect customer feedback, give me a call, I can help! 👉 https://t.co/Wgk7k2j8mc

#CustomerSatisfaction #MachineLearning #MarketSegmentation #DataScience

[carsten @carstenhohnke]

A new research article just came out that reminded me of the spaghetti sauce lesson. Do you know it?

A market researcher trained in psychometrics was hired in the 80s by Campbell Soup. His task was to help identify the “perfect” flavor for Prego brand spaghetti sauce ...

[carsten @carstenhohnke]

The satisfaction of one segment of customers was most strongly driven by service quality, while another by amenities. Don't only analyze satisfaction feedback across the customer base as a whole. Rather, ...

[carsten @carstenhohnke]

@machsci 100x this. Similarly, making analytical insights actionable usually requires some pretty-difficult-operational-thing.

[carsten @carstenhohnke]

... all these factors and others impact the expected return on CS investment, and how your Voice-of-the-Customer ops should be configured.

Looking to leverage CS to increase firm value? Reach out and I’d be happy to help: https://t.co/wlFzfXikQR #customeranalytics #marketing

[carsten @carstenhohnke]

Customer satisfaction (CS) is more than smiles: it drives retention, word-of-mouth, sales, and a host of other positive customer and firm metrics.

Over forty years of research have borne this out. But improving those metrics isn’t as simple as ...

[carsten @carstenhohnke]

... plugging in your favorite survey SaaS. You need to know mediating factors specific to your business.

For example, are we talking about:

•Goods or services?
•B2C or B2B?
•Domestic or international?
•Growth stage or mature?
•High-touch or low?
•...

[carsten @carstenhohnke]

@yolande_piris Do you have customer comments or transcribed calls hiding strategic insights? Probably. Give me a shout and let’s talk through it. *Really* hearing customers isn’t only good business—it’s energizing! https://t.co/NEg7urkQ8y #CustomerAnalytics #Churn #ML #NPS #CX #DataInsights

[carsten @carstenhohnke]

The expansive value of unstructured customer feedback is woefully under-leveraged.
Previously I’ve shared work we’ve done to extract valuable insights from open-ended survey comments using natural language processing (eg, at https://t.co/ct3Z16wRK0). ...

[carsten @carstenhohnke]

A recent paper (https://t.co/Vl10cBfrG1 by @yolande_piris et al) used the same techniques (prior to and much more rigorously than we) and found similar value. Additionally, they found that detractors provided feedback on more product or service attributes than “promoters.” ...