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As the CMO of AirBnB says, “Amazing things happen once we listen to consumers.” Many companies have embraced Net Promoter Score and are good at asking the golden nugget question (“would you recommend us…?”), but how many are actually listening to customer comments? The sheer cost and time of reviewing and coding every customer comment manually is overwhelming, but there is an alternative which is not only cheaper and faster, but also removes the subjectivity and human error factor from the equation: text analytics. 

This white paper explains how text analytics algorithms work in layman’s language, and presents six compelling reasons to run a proof of concept.  

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