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How Sentiment Analysis Helps Improve the Customer Experience

By: Casey Preston

August 20, 2020

Verbal communication has been one of the main forms of communication for humans for thousands of years. The modes of verbal communication have evolved over time, especially because of television, radio, the internet, and social media. Social media, in particular, has changed customer interactions and engagements with a business to the point where brands can use data points to assess customer sentiments. Through this data, businesses can adapt readily to meet the changing needs of the customer. 

Sentiment Analysis and the Customer Experience

What is sentiment analysis?

Sentiment analysis, otherwise known as data mining, is the process of identifying and extracting customers’ opinions and sentiments reflected in a text. The data projects how the customer will react towards a certain product, service, or idea, and reveals the contextual polarity of the information. Customer sentiments can range from positive to neutral to negative. As you can imagine, this valuable data is a goldmine for brands as it helps them to perfect their text, refine their services, and improve their image. 

Improving customer experience

When a brand knows how something will be perceived, they can then reflect on what will be successful and what they can eliminate. Businesses can also use sentiment analysis to identify the different subjects being discussed in connection with your competitors. Understanding this can help you improve customer experience by giving you a better understanding to how your project fits into the market. 

Sentiment analysis can also be used to identify the different demographics taking part in the conversation on social media. This can help businesses to understand who competitors are targeting, how effectively they are reaching them, and whether your agency needs to adopt a similar strategy to gain market share from them. 

Getting to grips with sentiment analysis is now vital. At Stratosphere, we can help. Our skilled industry professionals are up-to-date with the latest advances in internet marketing, and we offer a full range of services to get your website and marketing to where it needs to be. Contact us today for more information. 

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 Casey Preston

Casey Preston

Casey Preston is the Founder & CRO of Stratosphere, a leading insurance online marketing agency based in California. He is an experienced C-level Executive with a demonstrated history of multi-million dollar sales production in the SaaS and Digital Marketing industries. He is a dynamic speaker and loves talking about growth strategies for independent insurance agents and agencies. You can find him on LinkedIn.

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