The success of a business in today’s fiercely competitive digital world hinges on its ability to deliver exceptional customer experiences. In order to achieve this, it is crucial for businesses to keep their ear on the ground and stay attuned to their customers’ feelings and preferences. Sentiment tracking is an indispensable tool for accomplishing this task. Akin to a weather vane that helps predict changing winds, sentiment tracking helps businesses stay ahead of the curve by providing insights into customer sentiment, which can change rapidly.
The benefits of sentiment tracking are multifold.
· Brand websites are often the first point of contact between a business and its customers, Tracking sentiment patterns gives a clear picture of how customers perceive the brand and the online experience, which provides critical inputs to make improvements to the website, customer service, and business strategy.
· Sentiment tracking provides insights into the effectiveness of marketing campaigns. Monitoring sentiment around specific initiatives helps gauge how well the messaging has resonated with the target audience, allowing marketers to tweak their strategies accordingly.
· It helps businesses detect and respond to negative feedback in real time, avoiding larger issues that can damage the brand’s reputation
· Last but not the least, sentiment tracking can help businesses identify new growth opportunities. Analyzing sentiment data from different customer segments helps identify gaps in the market.
There are many instances in the past when companies have used sentiment tracking as a critical input for decision-making. Let’s take the case of Nike, back in 2018, when it backed the NFL player Colin Kaepernick, who protested when the US national anthem was played, causing widespread controversy and backlash. Nonetheless, Kaepernick also gained a significant amount of support, which Nike utilized by sponsoring him to use the #justdoit hashtag in his tweets. This is a classic case of making decisions driven by using sentiment analysis to assess public opinion which led to an increase in purchase intent, ultimately translating to an increase in sales.
Sentiment tracking is no longer a luxury but a necessity. Businesses that fail to leverage the insights provided by sentiment tracking risk falling behind their competitors and losing customer trust. While businesses that make sentiment tracking an integral part of their strategy will be well-positioned to thrive and succeed in the years ahead.
At Kalagato Consumer Intelligence, we offer SentiMetrix, a powerful sentiment-tracking platform that allows businesses to stay on top of the “winds of change”. Our platform provides real-time analysis of customer feedback on brands, products, and services from online ratings, reviews, and customer support interactions. With our sentiment tracking tool, businesses can make data-driven decisions to enhance their online presence, improve their customer service, and fine-tune their marketing strategies.
Check out a short video on the platform below and contact us to learn more about how SentiMetrix can help your business.
