EAVESDROP DIPSTICK #014Sony Vaio

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Eavesdropping on conversations about the Sony Vaio

SAMPLE EAVESDROP REPORT

Laptops > Sony Vaio > Overall Scorecard

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To create a customer value scorecard for the Sony Vaio

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 Sony Vaio Customer Service, User Friendliness and Software issues.

• Specific feedback included

• Improve design and ergonomics to make it user-friendly and not just slick & stylish

• Eliminate un-necessary applications which come with the software

Take Aways

Customer ServiceBrand NameSecurity

Ports/Slots

User Friendliness

ValueUsage

Software

Hardware

Features

Performance

Connectivity

Ergonomics

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

DOMAIN UNDERSTANDING LEXICONS EARDRUM™ MASHUPS

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Deliverable

eavesdrop report on named brands on a periodic basis

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silhouette report on named brands on a periodic basis

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Strategy Consulting to leverage web 2.0 for your brand

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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.

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