Capitalizing on Customer Sentiment to Reposition Your Brand in The New Normal

Image by Gerd Altmann from Pixabay  Customer sentiment has taken a lot of prominence in business and no more so as we gradually wade into the new normal. Fortunately for organizations, this task has been made easier with the advancement in technology.  You can now go about the gathering of customer sentiment from quite a handful of places, such as word-of-mouth (WOM), social media, surveys, likes, comments as well as contact centers. The main reason that has made customer sentiment to occupy a central position in the conduct of business is that brands, now more than ever, have realized the importance of customer experience. The competition has risen significantly and this could be due to the fact that the world is now a global village, it’s, therefore, of utmost importance that you cultivate brand loyalty. Driving product and service development have become focal CRM characteristics. There is a world of difference between customer sentiment and SEO ranking. For your keyword ranking, all you actually need is a list of relevant keywords that will make your brand visible to the search engines while you must go all out to gather data from customers for their views and opinions. This can be through user behavior…

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Marketing, Technology

Chatbots as Means to Creating Better Sentiment Analysis

For good sentiment analysis, you need data and tons of it. What better way to gather this data than through live-chatting up your customers and what better means than chatbots. Anybody into data analytics will want to tell you that social media has made the gathering of data relatively easy. However, the data you gather from this source can be misleading if you want to use it for sentiment analysis. Compared to decades ago when the only ways to gather insight on what customers wanted and how they felt about a brand were by knocking on their front door and asking, cold-calling them on their wall phone or sending them a survey with a self-addressed stamped envelope, the social media has brought about a revolution and deserves accolades for that. From any angle, you look at it, the job of gathering data before the advent of social media was labor intensive but the methods employed yielded accurate information. We can’t possibly go back to those days taking into consideration, the global population and technological advancements we can reap from. Taking social media monitoring (SMM) into account, it’s easy for you to conclude that today’s ready access to customer sentiment would…

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