People keep saying that retail is dying. But while the Sears and Macy’s of the world are closing down stores left and right, tons of digitally native brands are making headlines with their insane growth.
What do these brands know that others don’t?
These brands have built disruptive growth strategies around being insanely customer-centric. Instead of turning to consumers and asking to be loved, they invest in finding out what their target audience wants, and they become just that. In other words, customer-centricity is their guiding light in decision-making.
But at the rate they’re growing, one thing they haven’t bargained for is scaling that strategy efficiently.
When a brand is making 100 sales per month, manually reading reviews and seeking out customer feedback is manageable. But as they expand, the process becomes overwhelming, and with a never-ending to-do list, it’s easy to lose sight of customer attitudes and opinions about products and service.
We wanted to change that.
And now we have.
We are beyond excited to introduce Insights, the first customer feedback analysis solution of its kind. By applying deep learning technology to customer reviews, Insights gives brands the ability to leverage AI & customer feedback in a way that has a real impact on their bottom line.
With Insights, brands can unlock what customers are saying about their products and service. It allows businesses to grow rapidly without losing the customer-centric approach that brought them success in the first place.
Instead of a quick glance at star ratings, you can find out what your customers are really trying to tell you, in their own words: That they love the jeans, but hate the zipper; that the fabric is great, but they want more colors, or that they’re so glad you finally released a pillow to complement the perfect mattress.
And you can do this without spending days on end reading each review.
Insights: The ultimate tool for customer-centric brands
Insights uses Natural Language Processing and opinion mining to automatically aggregate the topics your customers mention in reviews, and their sentiments towards them. It also provides you with a comparison to industry benchmarks around those topics, so you can see how you stack up to similar brands.
All this data is presented in an intuitive dashboard that allows you to filter or drill down by country, product, review source, and more. Plus, you can view trends over time.
So, if your customers are suddenly talking about quality in a negative way, for example, you’ll be able to pinpoint when the trend started, trace the cause, and make changes.
Customer-centric brands use information like this to inform their product development cycle – whether they’re iterating for improvement or considering which product lines to discontinue. When your customers are telling you exactly what they like and dislike, you can get rid of the guesswork and invest only in what matters most.
After all, why redesign a pair of shoes, when you can easily find out that the problem is just the laces?
Product improvement is the most obvious use case for this type of data, since it makes it easy to identify and address quality issues, innovate based on customer feedback, and improve product selection.
But customer-centricity doesn’t end at product offering. The brands that have mastered customer experience extend the same approach to every touchpoint.
That’s why we ensured that Insights would give actionable takeaways to teams across your business and made it easy to export and share findings.
Your marketing team can better inform their messaging and build segmented audiences based on the data. They can use your customer’s own words and experiences to connect with them. Finding out that your best-selling necklace is most often bought as a gift by husbands for their wives, for example, completely changes how you’ll market the item and to whom.
Customer service teams can also get real-time insights into concerns or issues and use the information to improve help resources or response times. At a time when competition is so fierce, having the extra edge to know exactly what your customers expect sets your brand apart.
Each team can filter results by location, date range, or customer segment as well as add or remove topics from the dashboard to view the topics related to their particular KPIs.
The future of customer-centricity
Our in-house technology understands your customers with 92% accuracy. It can gauge sentiment intensity (good vs. amazing) as well as conflicting opinions within the same review (for when the product is great, but the shipping is slow). And this is just the beginning.
The fastest-growing customer-centric brands already understand the need for machine learning to keep up with their shoppers’ needs, wants, and preferences. Join them and learn how you can put your customers first at every touchpoint, even as you scale.
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