The Use of Sentiment Data: Defining the Customer-Centric Value Chain

PowerPoint Presentation

The Use of Sentiment Data: Defining a Customer-Centric Value ChainAnthony VolpeChief Corporate Analytics OfficerLenovo

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Supply Chain Insights Global Summit #ImagineSCAgendaConsumer Brands Have Customer-Centric ProcessesTraditional Supply Chain Analytics are Good, but can be Re-ImaginedVoice-of-Customer is Impacting the Entire Value ChainClosing Remarks

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Supply Chain Insights Global Summit #ImagineSCLenovo is Fast Becoming a Leading Global Consumer Brand

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Supply Chain Insights Global Summit #ImagineSCLenovo is Really Learning to Focus on the Customer

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Supply Chain Insights Global Summit #ImagineSCConventional Supply Chain Analytics Projects are Valuable

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Supply Chain Insights Global Summit #ImagineSCConventional Supply Chain Analytics Projects are Valuable

How directly is the customer benefitting?

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Supply Chain Insights Global Summit #ImagineSCBut New Analytics Projects are More Customer Centric~ The same data and backend models required for network design are reconfigured to provide a customer choice engine.

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Supply Chain Insights Global Summit #ImagineSCHow is Sentiment Useful in Customer-Centric Value Chains?We know when we bring value to our customersor when we dontbecause they tell us!!

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Supply Chain Insights Global Summit #ImagineSC

0000000CanadaCustomer A calls about a blue screen on a YogaCustomer B posts on Facebook about his X220s AC/DC adapter issuesLarge Enterprise Client experiences 5 keyboard malfunctions in their latest shipment. Complaints received through account executive[Critical Situation]BrazilCustomer F submits a service from on esupport.lenovo.com regarding their W530 hard driveMoroccoCustomers G & H comment on their X220s electrical issues on Twitter.comCustomer I called about Yoga screen issues AustraliaCustomer J write a review on NewEgg.com about AC/DC adapter issues on X220Customer K had an eChat with Lenovo about Yoga screen issuesChinaCustomer L wrote on Weibo about Yoga screen issuesCustomer M calls about a Tablet 8 battery issuesVoice of Customer Comes in Many Forms

USACustomers C & D write X220 product reviews on amazon.com and mention issues with AC/DC adaptersCustomer E posts on forums.lenovo.com that they are experiencing blue screens on their Yoga

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0000000Lenovo

6 recorded issues about X220s AC/DC adapter

5 recorded issues about keyboard issues on X1 Carbon

5 recoded issues about Yoga screen

1 recorded issue about W530 hard-drive

1 recorded issue about Tablet 8 batteryOne Voice A Single View of Perceptual Quality

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Supply Chain Insights Global Summit #ImagineSCSynchronize/organize all comments/complains into one voice10

The Entire Value Chain Benefits from VOCProduct Definition, DesignI Wish this came with more USB portsSourcing, Supplier QualityThe screen is so much easier to clean than on my old machine.Sales ExperienceWhy cant I build a PC like I can build a phone on Moto Maker?Logistics, Order-to-DeliveryI got it on timeafter they changed the promise date 4 times!Product Quality & PerformanceThe power fails every time I undockSupportThe agent I had was knowledgeable, but I waited so long.Brand Marketing, AdvertisingI loved that vine!

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Supply Chain Insights Global Summit #ImagineSCThe Key to Actionable Insight is Depth of CapabilityOverall brand sentiment doesnt help fix the problems.

Customers are telling us more. Are we capable of listening?

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Supply Chain Insights Global Summit #ImagineSC