Reading global clients' signals

• Autores: Peter A. Gloor, Gianni Giacomelli
• Localización: MIT Sloan management review, ISSN 1532-9194, Vol. 55, Nº 3, 2014, págs. 23-29
• Idioma: inglés
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• Resumen

  • The article discusses the potential use of big data tools in analyzing the electronic mail exchanges between workers and clients at corporations, suggesting that shifts in electronic mail patterns can indicate potential client satisfaction declines and improve upon customer satisfaction surveys as of 2014. Topics include leadership centrality and consistency, response times, emotional language in electronic mail, and client feedback.