The Vulnerable Customers Factor: Why is it important to measure and improve their experience

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research Who is a vulnerable customer? Did you know that every 1 in 2 people in the UK will be vulnerable at some point during the year, according to the UK Financial Conduct Authority? (Financial Lives Survey, 2020) People don’t become vulnerable just because of old age or disabilities. There are many life circumstances that could make…

The Best Customer Insights Are Found at The Intersection of Past, Present and Future

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research TABLE OF CONTENTS It’s not about how you get those customer insights, it’s what you do with them > Getting customer insights about past experiences > Real-time customer insights to act quickly > Customer insights for the future > It’s not about how you get those customer insights, it’s what you do with them Understanding customers…

RSNA 2020 Pre-event Online Brand Buzz Performance

Online analysis based on RSNA mentions in the period 29 Nov – 5 Dec 2020 29 Nov - 5 Dec 2020 The 106th Scientific Assembly and Annual Meeting by the Radiological Society of North America will be held as an all-virtual event November 29–December 5, 2020. RSNA 2020 is where you'll find fresh opportunities to connect with the global radiology community and get a front row seat to the latest…

#SocialMedia: Thrive don’t just Survive with Sentiment Analysis

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research “When you say it, it’s marketing. When they say it, it’s social proof.” Andy Crestodina Social media has given customers the unprecedented power to voice their opinions on products and services at all times, out in the open and for everyone to see. Customer feedback on social media – whether positive or negative- can gain traction…

Nearly Isn’t Enough – Social Media and Online Feedback can Make all the Difference

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research After last week’s Valentine’s Day I’d like to reference a poem, Flowers by Wendy Cope. The key line is “You'd come along, and say you'd nearly bought me flowers, but something had gone wrong.” Hold that line. Customers are better informed, realise the options open to them and are smarter than ever before. Brands are essentially…