Time and time again we’ve stressed the importance of both listening and responding to social media conversations. We’ve highlighted how companies like Dunkin Donuts, W Hotel, Apple and others are missing huge customer intelligence opportunities by not truly acting on the wealth of unstructured insight available via social media sites on the Web. What this information can give companies – quickly and easily – is a gold mine of customer insight.
QSR Magazine agrees, and in a recent article featuring Leximancer’s The Customer Insight Portal and CEO Neil Hartley, discussed the importance of these social media sites and their customer conversations for quick service restaurants. Using Yelp, Twitter, BooRah, etc., quick service restaurants can uncover actionable and invaluable customer insight that they can act upon accordingly.
To read the full article, click here.Read Full Post | Make a Comment ( 1 so far )
Sprint, known for its lackluster customer service, recently came in last on the latest JD Power wireless service study. Its CEO has publicly voiced that Sprint is beginning new initiatives to get its customer service program back on track. To accomplish excellent customer service and identify actionable customer insights, Sprint will need to listen to its customers in all of the ways they communicate including social networks, Twitter and blogs.
Twitter, a microblogging service, serves as an immediate pulse for any company on how their customer service teams are performing. As a company, Sprint can monitor Twitter for every mention of their company to get a live stream of feedback that will be paramount to their recovery. What’s more, they can follow the lead of Frank Eliason and his Comcast team and respond to concerns in real time with official company Twitters.
Leximancer searched for mentions of Sprint on Twitter within 50 miles of five major cities – New York, Los Angeles, Seattle, San Francisco and Washington DC. Analyzing this data on The Customer Insight Portal allows users to identify central themes and concepts in the ways its customers are talking about Sprint on Twitter.
The first red flag is the theme hate, which is closely correlated to the Twitters from New York City. Users from New York City mention “I truly hate sprint right now” and “boooo sprint booo!! I hate them!!”
For Sprint, this presents an excellent opportunity to continually monitor Twitter to see if feedback improves over time and to compare feedback from month to month.
Service is a major theme for Sprint on Twitter. Using the Query feature on The Customer Insight Portal, we find that comments run the gamut (examples below). The quote on Heroes that “There’s no service here. I should have gone with Sprint” received multiple mentions showing Sprint’s product placement helped create buzz.
- I pretended it was a joke. Sprint service is not so good in my personal experience, though that was 6 years ago.
- in Sprint customer service time, 1 min really means 10 mins. i’ve been on hold for 20 mins, he came back on 2 x to say 1 min, plz
- my contract ran out in May. If not, I’d have claimed I was moving to middle of Nevada, where there’s no Sprint service.
- “there’s no service here. I shoulda gone with sprint”- quote on heroes.
- Live chatting with a Sprint customer service rep. This is a nice
- Sprint takes wireless service to the max in Baltimore ( Leslie Cauley/ USA. . http://tinyurl.com/3pfgom (expand)
- working to save sprint customer service from going down the drain.
In addition, Sprint’s launch of the XOHM Wimax service in Baltimore showed up as a major theme speaking to the buzz the launch received.
So cutting through the noise with The Customer Insight Portal makes it easy to uncover both issues and praise—and provides an opportunity to get to specific customers to respond in an engaging way for the benefit of the brand.Read Full Post | Make a Comment ( 1 so far )