Matthew Stainer is a business analytics consultant in the SAS UK Analytics team, he supports customers enhance their businesses decision making. He works across the analytical technologies including data mining and forecasting. His particular areas of interest and expertise is text analysis, identifying the impact of analytical solutions on business processes and communicating the results of analysis to a business audience. He has specific experience in Customer Management solutions, including Complaints Analysis, NPS, Customer Analysis, Optimisation, Decision Management, Recommendation Engines, Campaign Management, Debt Management and Web Analytics. He has been at SAS almost 10 years and the software industry for over 25, working across a variety of vertical sectors including retail banking, insurance, healthcare, retail, media and telecommunications.
This is the first of two articles looking at how to listen to what your customers are saying and act upon it – that is, how to understand the voice of the customer. Over the last few years, one of the big uses for SAS® Text Analytics has been to
Double negatives seem to be everywhere, I have noticed them a lot in music recently. Since Pink Floyd sang "We don't need no education", to Rihanna's "I wasn’t looking for nobody when you looked my way". My own favourite song with a double negative is "I can't get no sleep" - Faithless. This
