Application Case 5.6 (Continued) The process of launching new products has also been enhanced by having the ability to analyze its customers’ needs and fit new products and services to those needs...

Application Case 5.6 (Continued)

The process of launching new products has also been enhanced by having the ability to analyze its customers’ needs and fit new products and services to those needs appropriately. When a product is launched, Whirlpool can use external customer feedback data to stay on top of potential product issues and address them in a timely fashion.

Michael Page, development and testing manager for Quality Analytics at Whirpool Corporation, affirms these types of benefits: “Attensity’s products have provided immense value to our business. We’ve been able to proactively address customer feedback and work toward high levels of customer service and product success.”

1. How did Whirlpool use capabilities of text analytics to better understand their customers and improve product offerings?

2. What were the challenges, the proposed solution, and the obtained results?