Every day, a substantial amount of new customer feedback data—rich in sentiment, customer issues, and product insights—becomes available to organizations through e-mails, repair notes, CRM notes, and online in social media. Within that data exists a wealth of insight into how customers feel about products, services, brands, and much more. That data also holds information about potential issues that could easily impact a product’s long-term success and a company’s bottom line. This data is invaluable to marketing, product, and service managers across every industry. Attensity, a premier text analytics solution provider, combines the company’s rich text analytics applications within customer-specific BI platforms. The result is an intuitive solution that enables customers to fully leverage critical data assets to discover invaluable business insight and to foster better and faster decision making.

Questions for Discussion
1. How did Whirlpool use capabilities of text analytics to better understand their customers and improve product offerings?
2. What were the challenges, the proposed solution, and the obtained results?