Course Modules

Module 1: Fundamentals of Customer Feedback

• Importance of customer feedback in business strategy
• Types of feedback: direct, indirect, inferred
• Channels for collecting feedback: surveys, social media, reviews
• Challenges in managing and interpreting feedback
• Case Study: Customer feedback program for a retail bank

Module 2: Sentiment Analysis Techniques

• Basics of text analytics and natural language processing (NLP)
• Approaches: rule-based, machine learning, hybrid models
• Sentiment scoring and classification methods
• Overcoming challenges in multilingual and contextual sentiment analysis
• Case Study: Social media sentiment analysis for a consumer electronics brand

Module 3: Tools for Feedback & Sentiment Analysis

• Overview of feedback collection tools (SurveyMonkey, Qualtrics, etc.)
• NLP and sentiment analysis software (RapidMiner, MonkeyLearn, etc.)
• Integrating CRM platforms with sentiment analysis tools
• Automating real-time feedback analysis
• Case Study: Using Qualtrics and AI for real-time hotel guest feedback

Module 4: Turning Insights into Action

• Identifying recurring themes and customer pain points
• Prioritizing feedback for product/service improvements
• Building feedback-driven action plans
• Communicating insights across teams effectively
• Case Study: Product redesign based on sentiment analysis for a mobile app

Module 5: Measuring Impact of Feedback and Sentiment Analysis

• KPIs for evaluating customer feedback programs
• Tracking customer satisfaction improvements over time
• Linking sentiment insights to customer loyalty metrics
• Continuous improvement and feedback loop design
• Case Study: Measuring ROI of sentiment analysis in an airline company