Saturday 28 April 2007

What happens if you ask the customer (user)?

Dell started some time ago a web page where the public was asked for comments on improvement ( – by now the list is quite impressive – at least in length. Such open community processes are really exciting to watch. I am curious which of those suggestions are implemented and how successful it is to listen to customers direct responses. If it works well others are probably trying it, too…

To make the most out of these suggestions and comments it seems essential to perform a detailed analysis (perhaps taking into account temporal dynamics of the conversation additionally to the content) – looks like another really interesting field for text-mining.

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