Consumer generated media is a treasure trove of valuable customer and product information
Unlock it. Your competitive advantage.
The Internet has fueled an explosion of customer feedback. Armed with a ubiquitous platform for publishing all types of commentary and criticism, customers now generate feedback in unceasing volumes. This feedback often contains critical information about purchase intent, purchase experience, product performance, feature/function evaluation, service experience and competitive comparison. A recent Price Waterhouse Coopers study found that there are approximately 75 to 100 million blogs and 10 to 20 million Internet discussion boards and forums in the English language alone. Consumers use online media, phone calls, emails, chats, and text messages to discuss what, when, and how they buy. And consumers, not marketers, lead the discussion.
These conversations have created a treasure trove of information that if actively used by organizations can help you improve products, services, marketing and fortify your brand. But ignore it, it can destroy the millions of dollars you’ve spent to carefully craft your brand identity. Ironically, your customer’s feedback is free market research and it’s out there. It’s now yours to unlock – so let’s get started.
Empolis Market Voice enables organizations to rapidly and accurately understand and analyze the market buzz found online in web forums, blogs and product reviews. This consumer generated media (CGM) includes valuable information about products, services, issues and general customer sentiment. Our solution is optimized for analyzing customer feedback online and includes the following features:
- Automatically scrapes online customer feedback and allows users to schedule scrapes, scrape historical and/or new information and manage their scraping process
- Feeds directly into Voice of the Customer and automatically pushes insights to non-technical business users in the form of alerts, dashboards and reports
- Enables side-by-side analysis of internal customer feedback in emails, surveys, service notes and chats sessions with the "Voice of the Market" found online.
Empolis Market Voice empowers you to gain critical insights into:
Customer Sentiment
Understand how customers feel about your company, products, services, marketing messages and positioning and identify the top and emerging issues or root cause around their opinions.
Early Warning on Issues
Uncover issues with products and services as they are emerging and proactively take action to remedy them. Receive alerts and notifications as new issues are arising.
Launch Monitoring
Get an early view on how new product introductions are doing by understanding customer sentiment, initial reactions/opinions and issues with the products and related marketing messages and programs.
Product Innovation And Quality
Identify what customers are telling you is wrong with your products, feed this instructive information back into product development. Take immediate action to improve the satisfaction of customers who have experienced product issues.
Competitive Analysis
Understand how customers feel about your competitors in general and relative to you. Identify customer requirements and issues with your competitors and track competitive data points (e.g., price, new product introductions) and their buzz.
Call Center Optimization
Through an early understanding of emerging customer issues and trends discussed online, optimize call center activities by pro-actively communicating with customers thereby reducing inbound and repeat calls.
