5 principles for responding to customer reviews

First HBR now online! Much thanks to coauthors KT Manis and Alex Chaudhry for putting this concise summary of our previous JMR together. https://hbr.org/2020/05/5-principles-for-responding-to-customer-reviews The takeaways from the takeaways: Principle 1. Address a positive online review by providing a generic, short response. Principle 2. Delay responses for positive reviews. Principle 3. Respond to all negative … Continue reading 5 principles for responding to customer reviews

Sniping that WholeFoods delivery slot and other web scraping projects

Wholefoods Getting groceries delivered has been a bit of a challenge recently. I had been getting deliveries from Reading Market (through Mercado which subcontracts DoorDash(?)). Their lead times are now over 2 weeks. It appears WholeFoods is taking a different approach by releasing delivery slots at random times throughout the day. However, every time I … Continue reading Sniping that WholeFoods delivery slot and other web scraping projects

Designing an Effective Service Chatbot by Anticipating Customer Needs

If you’re anything like me, you avoid calling customer service at all costs. The anticipated pain, whether rational or not, of waiting on hold and having to deal with another human interaction is sometimes just too much of a barrier to making a phone call. I often end up using automated chat functions even though … Continue reading Designing an Effective Service Chatbot by Anticipating Customer Needs

Identifying hotel renovations using machine learning

EVENT ANNOUNCEMENT There will be a data science meetup on Weds. 3/6 at 6:30 pm. It will be located at CoWork Oasis. Dr. Gustavo Arriaga will be giving a talk/demo about identifying hotel renovations using machine learning. Topics covered include: NLP techniques (phrase modeling, topic modeling, etc.) Classification methods (Random forests, neural networks, etc.) Refreshments … Continue reading Identifying hotel renovations using machine learning

Do online reviews *improve* quality? A companion blog for my newest research.

Imagine a world where there is no trust. You have traveled a long way, perhaps on the Silk Road, and encounter a vendor that sells drinking water. Everyone traveling along this road is headed to a far-off land from which they will not return. You know there are 2 sources water this vendor could have … Continue reading Do online reviews *improve* quality? A companion blog for my newest research.