{"id":1799,"date":"2019-09-22T08:40:44","date_gmt":"2019-09-22T08:40:44","guid":{"rendered":"https:\/\/www.revuze.it\/?p=1799"},"modified":"2019-09-22T08:40:44","modified_gmt":"2019-09-22T08:40:44","slug":"how-brands-implement-predictive-analytics-and-social-listening-to-improve-their-customer-experience","status":"publish","type":"post","link":"https:\/\/www.revuze.it\/blog\/how-brands-implement-predictive-analytics-and-social-listening-to-improve-their-customer-experience\/","title":{"rendered":"How brands implement predictive analytics and social listening to improve their customer experience"},"content":{"rendered":"\n
The role that social media plays for brands has been evolving and changing<\/a> ever since social media came to be. At first, they were using it to promote their business, products, or services. After that, companies started organizing communities around their brand and insisting on communication. <\/p>\n\n\n\n Over time, however, the role of social media had shifted as well, and now \u2014 it is being used as a means to provide real-time customer service. Analyzing social media trends shows that over a billion messages are exchanged between companies and businesses per year. Businesses are getting better and better at using social listening, text analytics<\/a>, predictive analytics, sentiment analytics, and other methods alike to improve their operation and relationship with their customers. To succeed \u2014 you must do the same. <\/p>\n\n\n\n Before we start, let’s first clear 2 basic terms, social listening and predictive analysis:<\/p>\n\n\n\n Social listening is a process of locating\nconversations regarding your brand or mention of your brand. Simply put, it\nmeans applying a software or which \u201clistens\u201d to social media and anlayzing the\nthe trend and sentiment of your customers. Some brands also applies social\nlistening on their competitors and even the entire industry they operate in.<\/p>\n\n\n\n That way, you can also educate people about\nyour brand, correct misunderstandings, react in real time to a cricis, and\ncreate long-lasting relationships which can result in customer loyalty and the\nexpansion of your brand.<\/p>\n\n\n\n Social listening relies on specific keywords and phrases to find where your brand is being discussed, and then applies text analytics<\/a> to see what your customers are saying about it. This can also help you gather insight into the real thoughts and feelings that your target audience has of your brand, services, and products.<\/p>\n\n\n\n Predictive analytics is another very useful mechanism\nthat you can utilize in order to improve your operation. Basically, it relies\non a number of different techniques, including data mining, modeling,\nstatistics, AI, machine intelligence, and more. It revolves around analyzing huge\namount of data and determining the current state of things.<\/p>\n\n\n\n However, it doesn’t stop at analyzing the current situation. Instead, predictive analytics uses current data to make predictions about the situation in the future. In other words, it relies on data through time to detect patterns in behavior and try to make estimates of how the behavior of customers may change over a certain period of time. Naturally, there are numerous factors to consider here, and you must always keep in mind that things could change in any way. However, most of the time, the data can provide you with a rough estimate of what is to come, which can allow you to prepare in advance, and handle your customers and impact your business results<\/a>. <\/p>\n\n\n\n As you can imagine, social media is extremely\nimportant for analyzing the market and understanding the voice of the customer.\nIt is where you can conduct a customer satisfaction surveys, and employ social\nmedia monitoring tools to determine the targeted group’s thoughts, feelings,\nbehavior during certain periods of the year and more.<\/p>\n\n\n\n But, more importantly, you can use it to collect information about customer experience. Different social media analytics tools can be used for measuring customer satisfaction, simply through the search of specific keywords and phrases, as mentioned before. With people using social media to express their thoughts and feelings \u2014 you get a number of platforms that provide direct feedback about your brand, basically on a silver platter. <\/p>\n\n\n\n With social media evolving into the state in\nwhich it finds itself today \u2014 it basically gives you all the necessary tools to\nmeasure customer satisfaction and sentiment analytics<\/a>. Now you have to pay attention\nto likes, comments, shares, upvotes, downvotes, favorites, retweets, and other\nsimilar things, and you will have additional information on how people feel\nabout your brand.<\/p>\n\n\n\n You can use volume metrics to determine how many messages you receive via social media, which will give you an idea of the number of customers that use social media as a method of communication. Use hashtags and keywords to track your brand’s mentions in different tweets, posts, and alike, and you will get data on your topic metrics. The tone of messages and posts will reveal the sentiment towards your brand, services, or products, while the response metrics will tell you what you need to know about your average response time, the amount of time that is required for potential issues to be resolved, as well as the percentage of comments to which you are responding. <\/p>\n\n\n\n As we mentioned earlier, social media has\ngrown to become a place where customers tend to go to have their issues\nresolved. It wasn’t long before people realized that they could get the best\ncustomer service by contacting your brand directly on the one of the social\nmedia platforms.<\/p>\n\n\n\n Chats and similar methods have grown to become\na quick way for customers to get your attention and receive a quick response.\nMeanwhile, this feature is missing on a lot of websites, where the customers\nonly have the ability to send an email or fill out a form. <\/p>\n\n\n\n Social media provides a place for them to leave feedback, or to get their problem addressed in real-time, which is why they prefer this method of communication with their brands of choice. This is also why it is important for you to respond quickly and be effective at addressing your customers’ needs.<\/p>\n\n\n\nWhat is social listening?<\/h2>\n\n\n\n
What is predictive analytics?<\/h2>\n\n\n\n
What role social media plays in customer experience analysis<\/h2>\n\n\n\n
Measuring customer satisfaction in social media<\/h3>\n\n\n\n
Social media is where customer service happens in real-time<\/h3>\n\n\n\n
Understand the voice of the customer<\/h3>\n\n\n\n