Lack of/Delayed access to direct customer feedback on their products and competitors can adversely affect a consumer durable company’s ability to innovate and keep customers happy.
The Before State
Purchase drivers were determined by post-facto analysis of POS data at stores and survey data resulting in delays of up to eight months to get consumer feedback on product features.
The LatentView Solution
Built a real-time text analytics platform to consolidate external, unstructured data to ‘measure’ customer feedback of client’s brand with respect to competition on various parameters that drives purchase.
The After State
Precise, fine-tuned innovation on product features and messaging was possible on an ongoing basis as consumer feedback reached the teams directly within 2.5 months of product launch.