Attensity Solutions for the Consumer Goods Industry
Better "value" even in the leanest of times
Makers of consumer products are paying more attention to their customers’ evolving needs and wants as well as economic conditions their customers are facing. Consumer purchases can be driven by a paycheck cycle in good times and bad. In the midst of the U.S. recession and a global slowdown retailers and consumer goods manufacturers are even more sensitive to consumer buying practices and needs than ever. Carefully staging “multipack” or bigger sizes at the beginning of the month and extending “small pack” promotions at the end of the month are all the results of listening to and understanding customers’ preferences and behaviors. Closely listening to your customers’ needs and making sure their needs are met by everything from how you stock your shelves to meet their buying cycles to offering online support so they can solve their own problems, to determining which new products to bring to market when, or improving your product’s packaging to have less impact on the environment is important to creating loyal, long-standing customers.
"Social media has transformed how customers talk to the companies they purchase from, and it is dividing the marketplace into corporate leaders that listen and respond and laggards that ignore the conversation" said Denise Shiffman, widely respected marketing strategist and award-winning author of "The Age of Engage." "Companies that choose not to monitor, analyze and interact with the blogosphere are ignoring vital, near real-time information that will help them better serve their customers. Market Voice and similar text analytics applications give companies exactly the information they need to make essential business and marketing decisions, as well as the ability to interact with customers on a personal level."
Now more than ever, you need to know what your customers are truly saying to you and among each other. “What are my consumers thinking about cutting back on? What are they repurposing? How can I help them?” With word-of-mouth on the rise through online conversations in blogs, forums and reviews, consumers are actively exchanging opinions about all types of products. You must listen so you know and can swiftly act to better serve a more sophisticated and more disciplined consumer who is expecting even better “value” now.
The Attensity Difference
Attensity applications can help you take this concept center stage by enabling you to gain a holistic view of your customer, allowing you to quickly respond to their voiced requests and evolving buying habits. Your customers’ opinions come in many “unstructured” formats:
- Call Center notes or comments made to check-out clerk who share notes with headquarters
- Emails and chat exchanges about cool in-store product promotions
- Store surveys
- Online product reviews, e.g. new products tested by Bzzagents
- Blogs, e.g. online parent blogs swapping tips on eco-friendly diapers
- News stories and releases
Attensity intelligent applications – like Attensity Analyze for Voice of the Customer - captures this wealth of unstructured customer insight, analyzes it and delivers actionable insights in form of management reports that allow you to drill down to the store level to see what works and what calls for immediate action.
The Attensity Response solution can help you automate up to 100% of your inbound and outbound customer communications in your contact center.
Or if your customers prefer to self-serve, Attensity Service makes sure that your knowledge bases deliver up-to-date product information.
Stale information is much like stale bread a thing of the past. We help you keep your ears and eyes on your core customers while enabling you to successfully deliver innovative and timely products. Net result: Increased customer loyalty and retention.
