Steering communication, competition monitoring & campaign tracking
In order to succeed in an increasingly competitive market, it is crucial for companies to identify current issues that are important to their customers. Continuously measuring customer satisfaction and identifying critical issues at an early stage can help companies to respond quickly to customer needs and complaints and build long-term customer loyalty.
INDUSTRY
INSURANCES
TASK
Daily identification of topics that are important to customers. Ongoing determination of customer satisfaction and early identification of critical issues.
SOLUTION APPROACH
Online monitoring to gain insight into customers' digital communication.
PROCEDURE
The project consisted of setting up various monitoring projects to track communication about the company's own services, competitors and specific topics and campaigns. This gives VICO's customers a comprehensive picture of the online conversation and allows them to stay one step ahead of industry trends.
Regular reporting provides valuable insights into trends, sentiment and key topics tailored to the specific needs of the business. The reports provide a clear understanding of the data collected and its relevance to the business.
To ensure that the company is immediately informed of any important developments or issues, VICO offers daily alerting on critical topics. This allows the company to react quickly and effectively to potential crises or opportunities and keep control of its online communication and reputation.
VICO's social media listening process is designed to provide meaningful insights for decision-making.
OUTCOME
The insights gained are used to steer communication.
Online monitoring is also used to observe the competition and for campaign tracking.
