How Google is changing the way your customers leave feedback

Imagine if everyone who visits your website left comments about your business. What if other people could read these opinions and leave their own comments? What if you had no control over what was being said?

With the launch of Google’s new Sidewiki your customers can do just this, instantly and on any site. Google Sidewiki is accessed through Google’s Toolbar and emerges from a browser sidebar. From here your customers can read and write feedback alongside your site. This feedback is displayed in real-time and can influence other people visiting your site.

The author can distribute their comments back on their Facebook page, Twitter account and other sites, making it more likely that comments will be read. Comments appearing on the Sidewiki won't just be from people leaving comments on your site. Google will search existing blogs, reviews sites and social networks and post them back on to the Sidewiki.

The voice of your customer through social media

We are already seeing customers use the internet as a way to voice their frustrations, whether it’s on blogs, Facebook, review sites or the ever increasing popularity of Twitter. What’s apparent is organisations need to have a clear and effective strategy for managing social media.

United Airlines know this all too well - An angry customer who had his guitar broken was repeatedly ignored by the airline’s staff and so decided to take action. He recorded a song to get across his frustrations and posted it on YouTube. The song has now been seen by over 5 million people, is on numerous social networking sites and has over 100,000 responses. As a result their share price fell by an incredible 42%.

How you need to adapt

Your customer insight approach needs to expand to one where you listen, understand and respond to your customer’s opinions in real-time.
You need to capture and analyse feedback to identify key trends and address issues that may need resolving as a matter of urgency. You will have to publicly reassure social communities to help prevent ‘negative word of mouth’ and let them know what you are doing in response to their opinions. Not everything however has to be negative; you could use positive feedback to promote your organisation or brands.

Understanding what your customers think

Rant & Rave is an innovative customer insight solution that can capture, process and present all your social media feedback in real-time. Rant & Rave can thoroughly search the web for comments left about your organisation and brands. The comments are then analysed to reveal; sentiment, categories, hot topics, league tables, strengths and threats. This depth of analysis makes Rant & Rave the country's leading solution for processing and presenting online feedback.

“As sentiment analysis tools begin to take shape, they could not only help businesses improve their bottom lines, but also eventually transform the experience of searching for information online.” – Alex Wright, New York Times

For more information on how Rant & Rave works view our presentation at:

www.sentimentengine.com/sentiment-analysis-presentation.html

With Rant & Rave your organisation will be able to:

• Listen to your customers in real-time through social media
• Analyse all comments to reveal powerful insight
• Respond to your customers and act on important issues or trends

Free Sentiment Analysis of social media comments

We are currently giving you the opportunity to analyse 1000 of your online comments for FREE.
Following this you will receive direct access to your own Dashboard letting you see exactly what your customers really think.
Your Dashboard Includes:

• Sentiment scoring of comments and categories
• Categorisation of comments
• SWOT Analysis
• Tag cloud of most popular words and phrases

To take part click on the image below or call 02476 011 910

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