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Discover What Your Customers Truly Think and Feel About Your Business
Author | Sammy Michie
Date Posted | November 22, 2022

 

 

Do you really understand what your customers say or think about your business? If not, you’re far from alone. Though many brands think they understand the value of voice-of-customer (VoC) data, many do struggle to keep up with online chatter across channels such as Google, Yelp, Facebook, Bing, and more. According to a CMO Council Survey, only 3% of marketers believe their organizations are effective at turning data insights into actions. To tackle these challenges, brands must transform how they listen to their customers.

While online platforms and channels might contain that chatter, that alone won’t go the extra mile to uncover the most valuable VoC moments, like when your brand is mentioned or the sentiment behind reviews, ratings, and feedback. That is, unless you have the right listening tools.

 

What Is Deep Listening?

Brands must strive to improve their customer listening strategies, including mining vital unstructured data to maximize impact.

By leveraging AI technology to filter through keywords left in reviews, brands can seamlessly pull in every word written about them to listen deeply to their customers across myriad channels.

With deep listening AI technology, your brand can stay on top of trending customer raves, rants, shout-outs, and concerns. From stopping negative trends before they become enterprise-wide issues to expanding the promotion of a local fan favorite nationwide, these tools provide brands with unbeatable, growth-enabling insights.

However, it is not just about the power of listening — it’s about the ability to listen along with deliberate action. Customers prefer brands that act upon feedback and actively shift customer experience (CX) strategies to fit their needs, whether it be through online feedback, survey, social media review, or another channel. Brands that leverage the power of CX technology to listen 24/7 with the intent to act are at the forefront of delivering superior customer service. 

 

Leverage Unstructured Data to Improve Your CX Management

To thrive in the current competitive marketplace, savvy brands must do more than tick the boxes on their reputation management to-do list. They must also leverage AI and machine learning tools with the deep listening capability to surface unfiltered Voice of Customer insights and trends for creating a total customer experience.

Approximately 80-90% of your customers’ conversations are captured in unstructured data. Now, what exactly is unstructured data? Unstructured data is all the unorganized chatter dispersed across emails, social media, online reviews, images, photos, emojis, customer service calls, chats, messages, and more.

It is in unstructured, emotion-based data where brands can surface the clues that reveal their blind spots, misplaced assumptions, and incorrect assessments about the human beings they call their customers.

Some examples of unstructured data include:

 

  • Call Center Notes
  • Reviews
  • Surveys
  • Chat Interactions 
  • Social Media Activity

 

Many CX analytics platforms uncover insights into this unstructured data so brands can take action. CX teams can leverage this data to improve customer relationships and satisfaction by ensuring they are responding to the chatter that matters. This data can be used to map out the customer experience journey and discover where one location — or all of their locations — may need improvement. 

 

Chatmeter Drives Unmatched Value and Growth Through Deep Listening

Chatmeter’s data science and engineering team is unsurpassed in advancing multi-location CX, reputation management, and brand intelligence. Pioneers in multi-location reputation management and voice for search, the Chatmeter team continuously innovates new ways to optimize the customer experience and drive value.

The Chatmeter platform leverages AI and machine learning to uncover insights and trends for better decision-making. Chatmeter’s deep listening capabilities reveal that information, wherever it resides, to eliminate blind spots. As a result, Chatmeter customers feel that they have the true pulse of their brands at both a local and enterprise level. 

Additional advantages that ensure you’re optimizing your growth opportunities and eliminating potential issues include: 

 

  • Competitive comparisons for each locale
  • Trend data and analysis
  • Regional and enterprise insights

 

Learn more about utilizing Chatmeter’s deep listening power to eliminate blind spots and drive unmatched growth. 

 

 

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