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10 things your customers hate about you

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Applying AI on reviews from european ecommerce shoppers to gain insights on shopping behavior and intent.

Published in: Marketing
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10 things your customers hate about you

  1. 1. Raj Nijjer YOTPO 10 Things Your Customers Hate About You @RajNijjer
  2. 2. 164 TLV $101M Raised Yotpo in a Nutshell 103 NYC 8 LDN 10 UTAH 4,172 Paying Clients 115% YOY Growth
  3. 3. Complete Customer Content Marketing Platform REVIEWS CONTENT COLLECTION PHOTOS Q&A CONTENT MANAGEMENT ON-SITE DISPLAY SEARCH & SOCIAL CONSUMER INSIGHTS
  4. 4. Consumer Insights uses deep learning technology to identify what your customers are saying about your products and the topics that matter to them most. Make Better Business Decisions Gain powerful insights about your brand
  5. 5. 30 Million Reviews 1 Million Topics 75 Million Opinions
  6. 6. Sentiment -100 to +100 For example, it can tell that this sentence expresses negative sentiment: β€œTop-notch delivery service β€” still waiting on my package four months later.” And that this one is positive in tone: β€œTop-notch delivery service β€” got my package yesterday!” To Inform Products, Service, Marketing
  7. 7. 1. Most reviews are 4 stars or more πŸŽ‰
  8. 8. 1. Most reviews are 4 stars or more... But that doesn’t matter.
  9. 9. 2. Words that show up most in reviews Quality Service Product Fit Delivery πŸ“œ
  10. 10. 2. Words that show up most in reviews Quality Service Product Fit Delivery Smell Husband
  11. 11. 3. The most hated sub-industries are... 😰 Health Food (The best of the worst) Office Supplies Haircare Swimwear Fit, quality Lingerie Fit, Size
  12. 12. 4. Most loved sub-industries 😍 Gifts and Party Supplies (The best of the best) Babies & Kids - General Men’s Clothing Look, Sock Bath & Body Smell, Skin, Oil Coffee & Tea
  13. 13. 5. The most unhappy country in Europe is... 😭
  14. 14. 5. The most unhappy country in Europe is... 😭 Average Sentiment: 0.68 Average Star Rating: 4.1
  15. 15. 6. The happiest country in Europe is... 😊
  16. 16. 6. The happiest country in Europe is... 😊 Average Sentiment: 0.78 Average Star Rating: 4.5
  17. 17. Thanks! yotpo.com/blog

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