Increasingly, it appears that “Customer Sentiment” and “Voice of the Customer” etc. is becoming important. This is particularly so given that the Web tends to amplify comments, especially for any negative comments which tend to persist. With many freely available forums, chat venues and blogs (including this one, perhaps), having an automated means to track and assess customer viewpoints is useful. As usual, Ubiquiti has found a rather contrarian approach to this effort: involving the comment-providers to be engaged in helping with the sentiment extraction and analysis, as depicted in the presentation (user needs to be logged in to access).