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Ever Heard of Wordle?

I thought some of you might like this application called Wordle. This (free) online tool creates word clouds based on text that you enter, giving greater prominence to words that appear more frequently. This example is from my blog posts. While its application is limited, there are a couple different ways customer advocates can leverage this tool.

Initially I thought it would be great to use this tool to visually display what customers are saying in their verbatims comments, but I strongly recommend against it because this tool is in an open and unsecure environment.

While Wordle produces a nice visual, it has its limitations in terms of understanding the context behind the words, which is why other sophisticated text mining applications would be more appropriate.

Nevertheless, there are a couple of ways this might be useful for customer advocates:

1- To show the key themes that are included in the survey.

2 – To summarize the main points within an article. For example, I created this word cloud by copying and pasting the text from a Harvard Business Review article titled, "The Secret of Success in a Failing Economy."

3 – To show content on a website – perhaps your own website or a competitors.

4 – To show themes in a project plan.

Check it out and let us know what you think.

Note: This post was originally published in Customer Connection on 12/5/2008.

About the Author

Leslie Pagel

Leslie Pagel

As vice president of customer experience, Leslie is responsible for incorporating the voice of Walker’s customers into the solutions development process. To do this, Leslie spends the majority of her time interacting with Walker account teams, clients, and prospective clients to understand their business challenges. She coordinates several listening posts that are used to drive strong client relationships and enhance our consulting and technology capabilities.

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