REAL-TIME CRISIS MANAGEMENT: ENGAGE AND RESPOND
KNOW WHERE, WHEN, AND HOW TO RESPOND TO THE CRISISDuring a crisis, the noise from all the different customer engagement channels, particularly social media, can be deafening. Customer experience analytics lets you quickly pinpoint channels with the most conversation volume, and understand which channel is driving the most negative feedback. Beyond that – it gives you insights around how best to engage.
Without NetBase insights we wouldn’t have known our campaign strategy needed to be adjusted. Changing our approach to maximize our campaign brought home the win for our artist, resulted in a 20% increase in record sales, and forever changed how we look at our marketing campaigns.