Organizations identify customer needs through siloed data, and as a result:
Product planners introduce features, services, & products that do not reflect consumer preferences.
Brand/marketing managers are unable to position their products in the market.
Customer service managers struggle to improve their promoter base or create brand advocates.
If organizations listen to the voices captured across social media, VOC transcripts, and surveys—they can derive customer-centric actionable insights.
TCS Social Listening and Customer Insights Solution, offered as a service, enables a systematic way of capturing, analyzing, and interpreting the voices, opinions, and sentiments of stakeholders—from diverse sources (social media, VOC transcripts, & surveys) across the extended enterprise.
Our talent triad includes domain, analytics & technology experts who collate the unstructured data, model the semantic dictionary, and leverage third-party listening tools & TCS’ proprietary text mining algorithms to understand:
The likes & dislikes of customers
Root causes of customer dissatisfaction
Customer needs across markets
By correlating and contextualizing these insights with buyers’ actual purchase decisions,, and provide personalized service experiences.
Align product positioning with customer expectations
Develop features, products, & services for local markets
Study customer responses to your products/services to micro segment customers
Improve customer satisfaction with personalized marketing/customer service actions