In episode 49 of the Customers Who Click podcast, I had a fantastic chat with Tom Griffiths about the importance of monitoring customer sentiment.
NPS score, customer surveys or customer service are a great way to try and find out what your customers think about your product or service. However, you’ll frequently find that they don’t always reflect the whole truth. People might not feel 100% comfortable complaining about something “to your face”. Plus there’s a difference between sharing positives & negatives vs all the little things that often get forgotten but could make a huge impact on their experience as customers.
Cue customer sentiment. Nothing beats a structured process around measuring it over time, different channels, and without actually asking for it and even monitoring what customers are saying about your competitors as well.
Sentiment analysis also provides continual feedback on where your company stands in relation to your competitors, giving you an idea as to where your brand shines and where it falls short compared to your competitors.
Tom is the Chief Revenue Officer at talkAItive, the world's first AI Consumer Digital Intelligence tool to understand emotions. He has spent the last 7 years within media and Tech building relations, implementing strategy, growing revenue and raising capital. Tom has a thirst for knowledge and a strong fascination with Big Data, Behavioural Science and Data Analytics. You can connect with him on LinkedIn, Twitter or head over to talkaltive.com