Monday, May 12, 2008

The use of text analytics to increase guest satisfaction in big hotels

Last week, Intelligent Enterprise published a good article about the use of text analytics in Gaylord Hotels, this group has big hotels with more than one thousand rooms each.

They are using the concept of text mining to analyze quickly the customer satisfaction surveys to make faster decisions to solve the issues.

It is very interesting how the use of a new technology allow a new approach for an old issue.

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