Customer Experiences on Products:Most of the time, when I buy any (small to medium) electronic product(s), I logged into amazon.com and place an order. The fun part is without touching the product from dimensional aspect, i am good most of the times (with 85% or above on satisfaction) on the purchases made. Do you think the pictures (adding various angular aspect with multi dimensions), which is posted in the sites triggering to buy, certainly not. The best reliable part from those market place, are those review comments. Those opinions gives broader aspect in evaluating a product as they are written by the consumers, who already used the product and they are consious in writng those reviews (most of the time) unless got tangled with spammed reviews (no luck - very rare).
Moving on from a tangible product reviews to in-tangible product reviews, (ex: for financial company customers feedbacks): this case the organizations are interested to capture the feedbacks and analyze those to extract sentiments (opinions) drivers from VoC (voice of customers) for achieving these important goals.
Goals:
If an organization achieves the above, then that helps in enhancing customer retention and satisfaction which ensures that your good reputation in the marketplace continues to grow over time.
Once your business starts to look after its existing customers effectively, efforts can be concentrated on finding new customers and expanding your market. The more you know about your customers, the easier it is to identify new prospects and increase your customer base.
This seems to be a challenging task by itself, when automatically figuring out how to achieve all these. But think of, if there would be automatic process which can capture the sentiments of those customers, then it would be dream turns to reality to know your customer more closely, their needs and that may lead to build the strongest customer relationships.
This year May 8 at NYC (Sentiment Analysis Symposium): Academia, Companies (users perspectives, vendor perspectives, media) are meeting together, who are practicing or aware of value driven by performing sentiment analysis. If you would like to attend, you can register as early as possible (March 9) for a discount.
Link: http://sentimentsymposium.com/
Feel free to reach me at: sobhan [ DOT ] hota [ AT ] fmr [ DOT ] com
Moving on from a tangible product reviews to in-tangible product reviews, (ex: for financial company customers feedbacks): this case the organizations are interested to capture the feedbacks and analyze those to extract sentiments (opinions) drivers from VoC (voice of customers) for achieving these important goals.
Goals:
- Making direct customer outreach
- Identifying needs more effectively by understanding specific customer requirements
- Very effective targeted marketing communications aimed specifically at customer needs
- Separating customers from segmentation
- Utmost important aspect is of more personal approach and the development of new or improved products and services in order to win more business in the future
If an organization achieves the above, then that helps in enhancing customer retention and satisfaction which ensures that your good reputation in the marketplace continues to grow over time.
Once your business starts to look after its existing customers effectively, efforts can be concentrated on finding new customers and expanding your market. The more you know about your customers, the easier it is to identify new prospects and increase your customer base.
This seems to be a challenging task by itself, when automatically figuring out how to achieve all these. But think of, if there would be automatic process which can capture the sentiments of those customers, then it would be dream turns to reality to know your customer more closely, their needs and that may lead to build the strongest customer relationships.
This year May 8 at NYC (Sentiment Analysis Symposium): Academia, Companies (users perspectives, vendor perspectives, media) are meeting together, who are practicing or aware of value driven by performing sentiment analysis. If you would like to attend, you can register as early as possible (March 9) for a discount.
Link: http://sentimentsymposium.com/
Feel free to reach me at: sobhan [ DOT ] hota [ AT ] fmr [ DOT ] com
