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Top Takeaways: 

• Natural language processing is an analytic tool that helps programs and AI (artificial intelligence) analyze and understand “everyday” language.  
• Using natural language processing allows companies to understand what customers are saying in their own words, link it to NPS (Net Promotor Score) and, most importantly, identify the most important problems their customers are facing. 
• Once companies have identified the problems that are most important to their customers, they can prioritize the order in which they fix them. Too often executives focus on things that matter less to customers rather than fixing the most pressing issues. 
• More often than not, customer service is not the root of the problem. Broken processes are often the culprit for low NPS scores, while good customer service is the only thing that keeps those scores above 0. 
• Surveys, in general, should be kept on the short side. However, they can be a little longer if you allow your customers to opt-out of them and also offer them a way to share their thoughts and opinions freely. 

• Above all, the most important thing is for companies to give customers the chance to explain what they like and don’t like in their own words. Open the channels of communication a little wider and you will reap the rewards. 

Quotes: 

“If you are running a business, think about how you get feedback from customers. Make sure you let customers explain in their own words what matters to them.” – Alyona Medelyan 

“You can use feedback to actually make a difference to both customer experience and your revenue.” – Alyona Medelyan

About: 

Alyona Medelyan, Ph.D. is CEO & co-founder of Thematic, a customer insights solution that uses the power of AI & machine learning to analyze customer feedback. She has completed 15 years of research in natural language processing & machine learning. 

 Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. 

 This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:  

1. How can I make better use of customer feedback? 
2. How can I better understand my customers? 
3. What is natural language processing? 
4. How can analytics and data tools improve my customer service? 
5. How can I get a better NPS score?