From Feedback to Business Success – The Role Played by Voice of Customer with Examples
The Voice of the Customer (VoC) has never been more powerful, and Voice of Customer examples are incontestable proof. We’re living in the age of social media, where consumers look to existing customers for feedback and reviews before purchasing. At a time when customer service is more transparent and more public than ever, it’s imperative […]
How to Use Data Responsibly for Targeted Advertising
Gathering online data is an essential component of targeted advertising, but it is also a sensitive issue for many of your customers. Over recent years AI technologies have transformed the ease with which data can be gathered, processed, and shared. With increased capabilities comes increased responsibility to safeguard customer data and demonstrate transparency to maintain […]
Audience Analysis: What It Is and How to Conduct It
Audience analysis is an important part of the process of creating effective targeted communication. It has many applications from marketing to technical writing to public speaking and is used by political strategists, charitable organisations and businesses alike. Read on to discover what audience analysis is, how it is conducted, and how advancements in technology facilitate […]
Symanto Case Study: Mining Public Opinion on Fashion Week, February 2022
Each February, the fashion capitals of the world (New York, London, Milan and Paris) play host to the greatest designers to showcase their Fall/Winter collections. Thousands of visitors attend shows and events while even more can now attend runway shows virtually through live streaming services. That’s a lot of people with a lot of opinions. […]
How To Leverage Big Data With Benchmarking Resources
Discover how to leverage publicly available online information and the latest AI technology to get fast and accurate insights into industry leader performance for benchmarking. What is Benchmarking? Benchmarking is the process of comparing the products, services and processes of leading organisations against your own performance. Benchmarking gives you insights to enable you to pinpoint […]
How to Target Your Communications by Personality Type
Your customer base is not homogenous. It is made up of a myriad of complex individuals, each with unique backgrounds, and their own internal motivators. Targeted communication is about appealing to a specific subset of your audience. There are many ways to segment your audience, whether it’s through their demographics, their location, their online behaviour, […]
How To Use AI Software For State-Of-The-Art Crisis Management
Crises happen in every organisation. From your website experiencing glitches to broken links in your supply chain, big or small, it’s not a matter of if but when your company is faced with its next crisis. Prepare your company in advance to be able to detect and manage crises right from the start and prevent […]
How to Improve Your Chatbot and Boost Customer Service
Your chatbot can make or break your customer’s experience of your brand. While customers appreciate the fast response times and always-available customer service, they also expect a conversation that is as natural and helpful as possible. Read on to discover how to improve chatbot effectiveness and, as a result, boost customer satisfaction. The Challenge of […]
Psychology of Sales and Marketing: When Persuasion is Personal
There are several established principles when it comes to persuading someone to invest in your product or service. But not everyone responds equally to the same psychological sales and marketing tactics. These principles need to be balanced and applied differently depending on your audience. Increase the effectiveness of your sales and marketing strategies by segmenting […]
Disinformation Wars: AI and Fake News Detection on Social Media
The widespread and tactical use of disinformation is a confirmed reality of modern politics. Social media companies introduced measures to help flag fake news, and advancements in AI could soon automate the detection of fake news and related issues such as hate speech. The Politics of Fake News Detection In 2016, Oxford Dictionary chose the […]
Empower Your Business and Customers with Individualised Segmentation
What drives consumer behaviour? It’s the ultimate question for marketers the world over. It’s no secret that getting inside the mind of your customers is key to capturing their attention, driving sales and building customer loyalty. But the answer to that question is immensely difficult. There are so many factors that influence our purchasing behaviours. […]
How To Respond to “Less-Than-Perfect” Three Star Reviews
“It’s okay”. It’s not exactly the feedback you want at your dinner party, or when you ask your partner about your outfit. Middle-of-the-road reviews can sting in life and in business almost as much as a negative review. But there’s a lot to be said for the occasional three-star review for your business, and if […]
The Potential and Limitations of MBTI for Employee Selection and Management
What is the Myers Briggs Personality Type Indicator? (MBTI) The history of MBTI The MBTI model is based on the work of Carl Jung, who founded analytical psychology. Jung was the first to ascribe seemingly random behaviour to the way people “prefer to use their mental capacities.” He ascribed three fundamental psychological functions that people […]
Financial Services M&A Due Diligence: A Symanto Case Study
Emerging reports reveal that mergers and acquisitions in the financial services market are at an all-time high. In 2021, the financial services M&A value stood at €22.6 billion. That compared with less than €2 billion just a year earlier, when there was an unexpected lack of M&A activity. This coincided with a rise in neobanks […]
Customer Service 101: Listening and Responding to Your Customers Effectively
We’ve run case studies on everything from video streaming to banking services, and there’s one topic that frequently impacts customer sentiment: customer service. Customer support is a vital element of any business. When your customers encounter issues and get in touch with you, the odds are they’re already developing a negative sentiment around your brand. […]
Diversity and Inclusion: Practical Solutions for Eliminating Bias
Diversity and inclusion is about a lot more than writing a mission statement. Companies that are serious about D&I must make an ongoing commitment to ensure that everyone feels valued and respected in the workplace. There tends to be a lot of focus on diversity and inclusion during the hiring process. But having a diverse […]
The Great Resignation 2023: Protecting Your Business From Employee Churn
The Great Resignation (aka the Big Quit) defined 2021 and 2022, causing employee churn on an unprecedented scale. In 2023, are we out of the woods? With persistent headwinds and mass layoffs hitting the headlines, you’d be forgiven for making the assumption that people are planning to hold onto their jobs in 2023. But with […]
How Different Personality Types Use Social Media
Measuring social media user demographics has long been a method for marketers to target their desired customer base. As AI (Artificial Intelligence) develops, researchers can measure personality traits from data on social media with increasing accuracy. It’s an exciting development for marketing teams looking to get the edge over the competition. Appealing to a certain […]
Was sind psychografische Daten und wie erhält man sie?
Es ist allgemein bekannt und muss immer wieder betont werden: Um eine wirksame Marketingstrategie zu entwickeln, müssen Sie Ihr Publikum verstehen. Bis vor Kurzem bedeutete das in Marketingkreisen, die demografischen Daten Ihrer Zielgruppe zu verstehen (Alter, Geschlecht, ethnische Zugehörigkeit, Beruf, Bildungsniveau usw.). Aber seit 2016 hat das Verständnis der psychografischen Daten Ihres Kundenstamms für Marketingstrategen […]
Improve Sentiment Analysis Accuracy with AI
There are now highly advanced ways to find out exactly how customers feel about a brand or product. Find out how you can easily employ advanced AI and NLP technology to improve sentiment analysis accuracy and discover how to make the most out of publicly available consumer data. A Brief History of Brand Sentiment To […]
5 Top Customer Pain Points: Video Streaming Platforms
Netflix, Disney+, Prime Video, Apple TV, HBO Max, Hulu, the list goes on. As more horses enter the race, streaming services face higher competition than ever, and customer expectations are increasing, especially in light of rising monthly subscription costs. In this new ecosystem, streaming services will need to do a lot more than provide great […]
Using AI to Gauge Voice of Employee for Due Diligence
With the help of AI, you can get an informed reading of employee opinion, satisfaction, and an understanding of the existing culture of a company in a process termed “Voice of Employee”. What exactly is Voice of Employee? Why it’s important to due diligence? And how does AI help to expedite the process? We cover […]
Top Impacting Consumer Trends for 2024
Our world is changing and, together with it, our preferences and requirements as consumers. These consumer trends dictate how the business environment can accomplish customers’ exigences. Recent years have made many consumers more conscious about what they want, where they buy from, and who produces those goods. As a consequence, businesses make supplementary efforts […]
Top Tips for A Successful Data and AI Implementation Strategy
We knew it was coming and it’s finally here, the time when businesses will turn to AI (artificial intelligence) to boost their capabilities. It perhaps involves fewer flying cars than we’d imagined, but the future is definitely here and already well-established. Even late adopters have now succumbed to the realisation that in order to remain […]
Crypto Market Predictions: How Traders Use AI to Spot Trends
As an ever-increasing number of people turn to crypto trading in favour of (or as well as) stock market trading, it’s important to understand that the two markets operate very differently on a fundamental level. When you purchase shares of stock traded on the stock market, you are essentially buying ownership in a company. Thus […]
7 Social Media Metrics To Track (And Not The Obvious Ones)
Social media is now old enough for us all to get nostalgic about the early days of metric tracking. Remember how limited and inaccurate social media metrics once were? Sentiment clouds threw up the most peculiar insights that had no practical applications, and measuring engagement was as simple as counting Facebook likes and retweets. A […]
Employee Churn: Causes and Prevention Strategies In 2022
The new year always sees an increase in employee churn. As your employees set goals for their personal growth in 2022, your role in their life will be scrutinised more than ever. Dubbed “massive Monday” the first Monday back at work after the year-end festivities sees a recruitment rush as record numbers of people seek […]
Give Your Company An Annual Performance Review with Customer Feedback Analysis
Who does a business serve? Its CEO, its investors, or its customers? When looking at our year-on-year performance, it makes sense to look through the lens of the people whose opinions matter most: the customers. Typically, performance is measured financially. But while your finances can be a decent indication of performance, the reality is more […]
The Jingle-Sniffles: or How Symanto Saved Christmas… Again!
With workplace sentiment at an all-time high thanks to Symanto, Santa Inc. was steaming towards its most productive and successful year yet. But with Christmas Eve in sight, disaster strikes, and Santa has to make a timely decision to save the day. Chapter One A successful year at the workshop Santa watched over his bustling […]
How To Easily Measure And Analyse Digital Reputation
What Is a “Digital Reputation?” Also referred to as your online reputation, your digital reputation is made up of the beliefs and opinions expressed about you online. These beliefs and opinions can be authored by you, or by others. The term “digital reputation” can refer to individuals, brands or organisations. Measuring and Analysing Your Digital […]
