Twitter, blogs, comment streams: how to spot where your customers talk about your brand
As much as 80 percent of the world’s big data is unstructured. This means that it doesn’t fit into the columns and rows that feed most analytic models. At the same time, new sources of text, like blogs, comment streams, chat sessions and Twitter feeds, contain invaluable information on your consumers and their experiences.
In this report, we speak to Lewis Hyam, former Head of Consumer Insight, Research & Strategy at Lloyds Banking Group, about customer analytics and the benefits of actually “listening”.
Lewis Hyam shares his insights on:
- How text analytics can improve performance and customer satisfaction
- How text analytics helps brands take advantage of the proliferation of online text and use social media for their customer research
- How to practically incorporate text analytics into your customer insight strategy
- How to ensure ROI for your customer text analytics initiatives
Lewis’ interview is a taster for the Consumer Text Analytics Briefing, taking place on 8 October 2014 in London. Take a look at the speakers and agenda here.