Get to the Heart of the Matter – Sort through the Conversations Your Customers Are Having About You to Improve the Customer Experience
The information you need to better understand your customers is out there. It's the conversation your customers are having right now on social networking and review sites, in the thousands of emails to your customer service reps and in customer feedback surveys. But sorting through the mass of it to extract the insight needed to take action and actually improve the customer experience, is no simple task.
Using text analytics to automate the analysis of customer data is an important component in any VOC program. It provides multi-channel analysis for your direct and social media communication channels to identify sentiment, topics, and emerging trends related to your business, products and services.
Join this webinar to hear directly from Omer Minkara, Senior Research Associate, Customer Management Technology at Aberdeen Group, on his recent market research findings in “Customer Feedback Management: Leveraging the Voice of the Customer to Amplify Business Results.”
In this webinar you will learn:
- How applying a structured methodology to the analysis of your customer data can have a large impact on the customer experience.
- How to identify actionable business insights from social media messages.
- How some of the world’s best known brands have used social listening to dramatically enhance their customer experience management capabilities.
Who should attend:
- Customer Service, Marketing, Customer & Product Insights, and Product Management professionals looking to understand the conversations in social media
- Those with Social Media Listening initiatives looking to measure performance
Anyone interested in Social CRM or Social Media Monitoring strategy
Presenters:
Omer Minkara
Senior Research Associate, Customer Management Technology
Aberdeen Research
