Clarabridge, a leading provider of customer experience management (CEM)
solutions, today announced that Gaylord Entertainment Company
(NYSE:GET), one of the world’s leading
hospitality and event planning companies, has deployed Clarabridge’s
Content Mining Service™.
With Clarabridge’s text analytics capability
delivered via the Internet on a hosted, software-as-a-service (SaaS)
basis, Gaylord is gathering rich customer insights from an increasing
variety of critical “listening posts”
across the business, enabling the company to better serve hotel guests
and support meeting planners.
“From our initial look at Clarabridge, we
immediately understood the impact this solution could have across our
resorts,” said Tony Bodoh, manager of
operations analysis for Gaylord Entertainment Company. “We
have a whiteboard full of ideas of how to use text analytics, and any
one of them could make or save the company significant dollars. The
real-time, easy-to-comprehend customer intelligence dashboards that
Clarabridge provides enable us to improve operations in a variety of
ways and position us for ongoing, long-term growth.”
Gaylord is using Clarabridge’s text analytics
solution to gather and analyze customer feedback from surveys, email,
chat messaging, staffed call centers, and online forums associated with
guests’ and meeting planners’
experience at the company’s purpose-built
convention resorts: Gaylord Opryland Resort & Convention Center in
Nashville, Tenn.; Gaylord Palms Resort & Convention Center, near
Orlando, Fla.; and Gaylord Texan Resort & Convention Center, near
Dallas, Texas. A fourth resort - the Gaylord National Resort and
Convention Center on the Potomac - is scheduled to open in spring 2008.
The Clarabridge solution immediately processes 100 percent of its
unstructured, text-based information, reducing employee work time and
increasing the accuracy and thoroughness of analysis. Previously,
customer comments in Gaylord’s surveys were
processed manually once a month, and it took three to four weeks to
deliver results to company decision makers. With Clarabridge’s
solution, the process takes minutes and provides Gaylord greater
flexibility in manipulating results, ultimately producing a more
dependable and useful measurement of customer sentiment and quantifying
the “voice of the customer.”
For example, location managers and corporate executives have used
findings to influence decisions on building improvements. Gaylord also
intends to use Clarabridge’s solution to mine
online consumer-review forums, to tailor training per individual
employee, to better evaluate and compensate personnel, and to better
leverage the opinions and insights of its front-line staff.
“CEM is becoming an increasingly
sophisticated and important business practice, and text analytics is the
key enabling technology in an effective approach to CEM,”
said Sid Banerjee, chief executive officer of Clarabridge. “Our
text analytics solution allows Gaylord to more clearly understand its
unique customer base, enhance its properties and its service in ways
that customers most care about, helps avoid costs for projects that
customers aren’t especially interested in,
and helps attract and retain better professionals.”
Clarabridge provides crucial real-time customer intelligence on
products, services, competitors, and consumer trends that allows
companies to respond immediately to competitive situations, develop more
innovative products, and improve product quality. Clarabridge gives
customer-experience managers the necessary software tools to gain
unprecedented insight into customer needs, wants, and desires by
extracting themes, emerging issues, sentiment, and root cause of
customer feedback from text sources such as emails, call center notes,
survey verbatims, Internet forums, and social networking sites.
About Clarabridge
Clarabridge provides customer experience management solutions to Fortune
1000 companies seeking to better understand their customers and improve
loyalty. Through its award-winning text analytics technology,
Clarabridge software turns text-based customer feedback from external
and internal sources into valuable customer insight that business
managers use to make service delivery, product, and marketing
improvements. Clarabridge provides the industry’s
first web-based text analytics solution with its Content Mining Service™
and its Content Mining Platform™
is the first text analytics solution built specifically for the business
user. Clarabridge is headquartered in Reston, Virginia. For more
information, visit www.clarabridge.com.
About Gaylord
Gaylord Entertainment (NYSE:GET), a leading hospitality and
entertainment company based in Nashville, Tenn., owns and operates
Gaylord Hotels (www.gaylordhotels.com),
its network of upscale, meetings-focused resorts and the Grand Ole Opry (www.opry.com),
the weekly showcase of country music’s finest
performers for more than 80 consecutive years. The company’s
entertainment brands and properties include the Radisson Hotel Opryland,
Ryman Auditorium, General Jackson Showboat, Gaylord Springs, Wildhorse
Saloon, and WSM-AM. For more information about the company, visit www.gaylordentertainment.com.
|