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Dell Inspiron ESP

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Information about Dell Inspiron ESP
Business & Mgmt

Published on March 20, 2009

Author: aprilsystems

Source: slideshare.net

Description

ESP presents an eavesdrop dipstick on the Dell Inspiron
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EAVESDROP DIPSTICK #011 Dell Inspiron ESP eavesdrop.silhouette.perspective ESP.ED011

Eavesdropping on conversations about the Dell Inspiron SAMPLE EAVESDROP REPORT Laptops > Dell Inspiron > Overall Scorecard ESP.ED011 Customer Service Brand Name Security Ports/Slots User Friendliness Value Usage Software Hardware Features Performance Connectivity Ergonomics To create a customer value scorecard for the Dell Inspiron Challenge Conversations from Consumer Generated Media were analyzed using Natural Language processing techniques including Building Domain knowledge dependent lexicons Classification of dimensions (Performance, Features, Hardware, Ergonomics, Software, Usage, Value, User Friendliness, Connectivity, Ports/Slots, Security, Brand Name and Customer Service) Analysis included competitive analysis (feature wise comparison across other popular laptop brands) Solution The Dell Inspiron Customer Service, User Friendliness and Software issues. Specific feedback included Improve customer service and reduce repair costs Improve general build quality in all areas and keeping costs constant Take Aways

Conversations from Consumer Generated Media were analyzed using Natural Language processing techniques including

Building Domain knowledge dependent lexicons

Classification of dimensions (Performance, Features, Hardware, Ergonomics, Software, Usage, Value, User Friendliness, Connectivity, Ports/Slots, Security, Brand Name and Customer Service)

Analysis included competitive analysis (feature wise comparison across other popular laptop brands)

The Dell Inspiron Customer Service, User Friendliness and Software issues.

Specific feedback included

Improve customer service and reduce repair costs

Improve general build quality in all areas and keeping costs constant

Extract themes from user generated content across customer touch points Spark viral trends using web 2.0 concepts over the internet Analyze drivers and patterns behind brand perceptions AT KALEIDOSCOPE, WE LEVERAGE SOCIAL MEDIA Page number 6 of 12 Deliverable eavesdrop report on named brands on a periodic basis Deliverable silhouette report on named brands on a periodic basis Deliverable Strategy Consulting to leverage web 2.0 for your brand ESP.ED011 DOMAIN UNDERSTANDING LEXICONS EARDRUM™ MASHUPS SILHOUETTE EAVESDROP TM PERSPECTIVE

Fractal is a leading provider of customer intelligence to consumer-oriented businesses. Fractal's solutions help companies across the globe drive competitive advantage through a deeper understanding of their customer base, and using this understanding to drive intelligent interaction with customers. United States +1 201 633 8728 Rest of the Globe +65 6443 1926 www.fractalanalytics.com India +91 22 6704 2444 kal.eidoscope.com Kaleidoscope SOCIAL MEDIA ESP ESP.ED011 TM ESP

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