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Social media analytics

3AI September 10, 2020

Social media analytics

Problem Statement

  • The social media space is filled with product reviews, insights and complaints in an unstructured format.
  • The company required our assistance in extracting usable information from this data enabling them to create value for customers through customers needs and wants.

Analytics Led Approach

  • Deploy a competent Social Listening tool that could gather all information and classify them into various buckets through queries and/or codes
  • This information is then analyzed qualitatively and categorized within platforms, products and sentiments
  • A report summarizing the complete search and the results is then made, highlighting the key conversation drivers and influencers toward parameters such as Brand image, product positioning & sentiments, customer engagements

Business Impact

  • Complete customer insight and first hand feedback/reviews toward different products over social media
  • Untapped information on product insights, customer needs according to reactions through existing products, adverse event notification and action etc.
  • Customer engagement tracking, sentiment analysis and influencer analysis

Critical Success Factors

  • Identified effective customer bridges for campaigns and promotional efforts
  • Sentiment analysis and key influencer profiles helped streamline marketing decisions

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