CUSTOMER PRODUCT EXPERIENCE ANALYSIS USING TEXT MINING: A NEURO LINGUISTIC PROGRAMMING APPROACH

Companies who sell their products through the e-commerce model frequently request that their clients review, survey or give a feedback for the products that they have bought. Companies that extensively use the e-commerce model depend on the large number of customer reviews that are collected for each product through the Customer Relationship Management (CRM) Application. CRM Managers find it very difficult to go through each and every review feedback, and to track and manage them. It becomes difficult to comprehend what the customer has actually liked and how they have experienced the product. The current CRM Feedback / Review Systems either contain closed end questions which can only generate numerical data or open end questions which generate responses which is an unstructured textual data. These textual data can be grouped together into Neuro Linguistic Programming predicates to generate insights into customer's experience. We can capture the customer's perceptual experience in most appropriate manner; which can be analyzed and used to retain customer's loyalty towards the Company.