Social media has made the leap to becoming a platform for businesses to launch, or to gain a larger following. The many forms of social media have countless postings detailing how the poster is feeling. This text can actually be used to help businesses improve their understanding of the customer’s wants and needs. Because the amount of texts on social media is uncountable, it is a job better suited to a computer program.
Need More Insight Into Your Customers’ Experience?
Big data mining is one technique to gain better insight into what the customer is thinking about a company. Two specific methods are aspect based sentiment analysis, and text analytics. These methods focus on analyzing the text of reviews and posts to gain a clear understanding of how each customer experien