IMPROVE YOUR BRAND HEALTH
Given the influence of brand sentiment on customer behavior, you need to know what customers are saying and sharing in real-time, so your organization can identify emerging situations before they damage brand health. NetBase analyzes all sources of customer experience data including social, digital, CRM, surveys, and more to identify emerging social situations, negative brand experiences, and customer care issues that impact brand health and customer loyalty, providing the context necessary to act quickly and appropriately to protect your brand’s reputation.
KNOW WHERE YOUR BRAND STANDS WITH YOUR CUSTOMERSUnderstanding how your consumers talk about brand experiences is critical to actively protecting brand health and building brand equity. Analyze large volumes of customer experience data from any source – at scale and in real-time to know what your customers are saying and sharing at every moment.
- Monitor brand perception across all customer feedback channels in real-time
- Gain visibility into the conversations and context that shape consumer opinion
- Track brand sentiment and conversation volume over time to see if things are getting better or worse
BENCHMARK YOUR BRAND’S SHARE OF VOICEUnderstanding the conversations about your brand, products, campaigns, and competitors is vital to influencing your brand message and growing share of voice. Lay the foundation for future analyses by understanding the ranges of conversation volume, and net sentiment and passion for your brand.
- Know at a glance how your brand stacks up against the competition
- Identify brand advocates and detractors and measure their impact on your brand
- Monitor social media chatter to uncover emerging trends and competitive intelligence
UNDERSTAND YOUR BRAND’S EXPOSURE TO RISKBe alerted to unexpected conversations, sentiment changes, and competitive pressures, and know what your customers are saying and sharing in real-time to identify the negative brand experiences that can influence public opinion and possibly damage your reputation.
- Identify and track emerging issues before they erupt into a crisis
- Monitor industry events that impact your brand or category
- Analyze social conversations that are gaining momentum so you know where and how to engage
LET CUSTOMERS GUIDE YOUR STRATEGYUse customer experience analytics to inform strategic business initiatives across the entire organization to strengthen brand health and customer loyalty. Correlate KPIs to operational metrics (revenue, NPS, customer churn, etc.) to effectively improve processes, change spend, allocate resources, or develop new ideas to deliver exceptional brand experiences.
- Bring real-time KPIs from social media into marketing, customer care, sales, finance, and every other part of your enterprise
- Build amazing brand experiences influenced by customer passions, preferences, and interests
- Engage customers on a deeper, more human level that further drives them to be brand champions