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CUSTOMER LOYALTY AT HEART

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While campaigns can benefit from text mining, customer loyalty remains at its heart for now. One popular gauge here is the net promoter score, an indicator of customer lifetime value. Banerjee related that one Clarabridge customer was able to mine unstructured customer feedback and, as a result, overhauled an unsatisfactory Web support site. The payoff: Over nine months, the company saw its net promoter score rise 20%, he said. M
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