Brands are eager to learn what customers think about their services and products and they want nothing more than open and honest customer feedback. Social media has made it easy for customers to share their experiences with brands — both good and bad. According to the statistics cited in this article, consumers in the United States spend 20% of their online time and 30% of their smartphone time on social websites. Now brands can tap into social media and online review sites for insights that they otherwise wouldn’t gain from any other type of feedback. The challenge is to cut through all the noise to find out what’s most important to your customers.
As the article suggests, brands have to develop smart strategies around managing and deriving insights from this continuous flow of social information. The abundance of feedback coming from multiple channels is nearly impossible for any one person to read through every day at both a location and a brand level. These comments don’t always fit neatly into one category or another. So how do you pinpoint actionable opportunities from customer comments and social media feedback?
This 3rd Party Feedback and Text Analytics solution provides brands with an end- to-end view of multiple channels of customer feedback to drive action. Not only do you get customer feedback from structured surveys that are critical in understanding performance in key areas but also from unstructured customer comments that uncover real insights and trends. The ability to consolidate all customer comments in one place and gain access to real-time analytics at your fingertips helps you harness your resource effectively and efficiently so that you can improve the customer experience and develop ongoing customer loyalty.
Are you ready to be where your customers are and hear how they truly feel about your brand? Read more about 3rd Party Feedback and Text Analytics.