Who will benefit from consumer feedback analysis in your company

Carina Cleto Blog

Consumer Feedback can play an important role for a company, allowing different departments to get valuable insights. A few weeks ago we published this video to show how important it is for Product Marketers. But they are not the only ones.

In today’s video our CEO Riccardo Osti will tell you how different departments can take advantage of Consumer Feedback to improve their performance.

How do you feel Consumer Feedback could improve your job? Please let us know in our video’s comments.

I hope you enjoy the content, and if you do, please subscribe to his channel.

 

(Prefer to read it instead? Go ahead!)

 

Hello, everyone, I am Riccardo Osti and on a daily basis I help the world’s best brands become more successful by investing in the consumer experience

If you didn’t subscribe to my channel please do it right now. You will receive an email every time I publish a new video.

Today’s video is about customer feedback, and how beneficial it could be for the different departments of your company.

As previously discussed in other videos, the term consumer feedback refers to the information that comes directly from consumers about the satisfaction or dissatisfaction they experience regarding a certain product or service.

Good examples are online product reviews or customer service data.

We know that analyzing this type of records is not easy, due to the unstructured nature of free texts, but we also know that if you manage to analyze them with a text analysis software, then    they will bring so much value to your organization.

Which are the departments that can benefit more from the insights coming from customer feedback? I am going to tell you right now!

Number One:  Product Marketing

Product Marketers can benefit from it in many different ways. First of all, Customer Feedback provide interesting insights when communicating a product, by showing how customers refer to it. This allow marketers to prepare a well targeted marketing message that will talk directly with potential buyers.

Also, Customer Feedback allow marketers to see what customers really care about in a product. These aspects can be promoted in Marketing campaigns, improving product’s competitive advantage.

Number two: Product Research and Quality

Customer Feedback plays an important role in order to make decisions on products’ improvements. It reveals what are the features that receive more complains, and also how relevant are these features for customers.

By listening to them, a product researcher will be able to decide if a costly product change is worth it or not, and how it will improve customer satisfaction, driving into more sales.

Number three: Customer Care

For this department, Consumer Feedback plays an important role when reducing costs. By learning about customers’ main questions and complaints, companies can better address these issues, and less calls will be received. This will definitely reduce costs of complaint handling.

Number four: Business & Market Intelligence

Customer Feedback also allows companies to have an overview of the entire market. It can show competitors’ strengths and weaknesses, and also monitor how different SKUs are performing. These are great insights for Business and Market Intelligence, in order to understand how to maintain a prestigious position within the market, and attract customers.

You would like me to deep dive in more advantages for one of these departments? Or would you like to suggest me another department that can benefit from Consumer Feedback Analysis? Please let me know in the comments.

As I said before, don’t forget to subscribe to my channel!

Thank you and see you soon!

 

About the Author
Carina Cleto

Carina Cleto

As a part of the Marketing & Growth team, Carina manages Content and Customer Feedback at Wonderflow.