Customer Intelligence & Social Media

Everybody seems to be “listening” to Customers, but do you “hear” what specifically they value about your product and how much do they value it?
We mine Customer Opinions in Social Media Word of Mouth and quantify qualitative information to produce Customer Intelligence.
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Customer opinion about Product attributes by their importance to customers

We do not ask questions, or use keywords – our software “learns” WHAT is important to the Customers from their description of their experience with the products they bought.
Then we measure the difference between Customer Experience and their Expectations analyzing the language they used to describe it.

Consolidation of products reputation metrics into their brands can provide a Market Intelligence view of a segment.

Traditional segmentation of markets by demographic, geography, etc. was very helpful for targeting marketing campaigns in the past.
Social Media opened new opportunity for segmentation - "people who bought product like XYZ".
Customer intelligence about their use of the product XYZ, i.e. analysis of their customer experience, help us to move from assuming what the market segment values, to knowing what it is and act on this knowledge.

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Customer Intelligence & Social Media

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