MavenMagnet: Decoding switchers to create brand stickiness

Consumers have multiple options in almost every product and services category today. From telecom and airlines to toothpaste and gadgets, switching between brands is relatively easier than ever before. This makes it more and more challenging for brands to retain customers. It is important to understand what makes them stick with your brand and what causes defection.

MavenMagnet has developed innovative research capabilities to help brands decode switchers. We deploy contextual listening to tap into conversations of users of a brand and its competitors. We further zero in on the conversations that focus on the reasons to switch to and from the brand. Using our discovery based approach, we identify the brand drivers that lead to the churn. While quantification of the positive drivers uncovers the reasons why consumers are sticking or switching to the brand, the negative drivers in this context indicates why consumers are leaving the brand for competitors. The churn analysis of competitive brands exposes the weaknesses of the competitors which can be leveraged by marketers to make consumers switch to their brand.

At MavenMagnet, we have developed techniques to discover insights by focusing on the context of conversations to help companies make strategic and tactical business decisions. We use advanced technological and analytical techniques to help you retain and attain customers while adhering to the most stringent industry and government privacy standards.

MavenMagnet: Leverage the Power of Consumer Moments

Brands seek connection with their consumers. With the proliferation of content and campaigns around everything from holidays to sporting events to everyday activities, it is more and more difficult to have a real connection with consumers. The number of options for where, when, and how a brand can reach out to its consumers have also exploded. For a brand to stand out and appeal to its consumers, the need of the hour is to identify the right moments and design the right content.

MavenMagnet has developed advanced capabilities that go beyond analyzing a brand or a product category. We study consumer engagement patterns to identify the themes and moments for the target segment. The idea is to recognize the consumer moments that demonstrate high emotional engagement with the consumers. We conduct an in-depth analysis of thousands of consumers having conversations touching every aspect of their lives to identify and define these moments. We further discover the topics around each moment that are important for the consumers, and the type of content they engage with in that moment. We draw linkages between the consumer moment and the brand’s proposition to understand how the brand can participate in a relevant manner, in turn developing an annual consumer engagement calendar for the brand with actionability around creative, media and tactical interventions like promotions and events that can forge a strong connection with the consumers.

At MavenMagnet, we have developed research techniques to discover insights from large data sets and help brands plan optimal campaigns to connect with its consumers. We are fully GDPR compliant and adhere to the most stringent industry and government privacy standards. We use an innovative approach to help you leverage the power of consumer moments and establish a relevant connection with your consumers.

MavenMagnet: Raise product rating to drive sales

Product rating has become an undeniable force in the marketplace today. Irrespective of whether a consumer is shopping online or in-store, product rating plays a critical role in the purchase decision-making process. Digitization has enabled consumers to instantly access the product rating of everything from diapers to televisions to hotels. Across product categories, consumers tend to pick a product with a higher product rating, other factors remaining constant.

MavenMagnet has developed an innovative approach to help brands raise their product rating. We use our discovery-based research technique to identify and quantify the factors considered by the consumers while choosing a product in its competitive set and correlate these factors with the product rating. We further use predictive analysis to accurately project the impact of addressing specific pain points and leveraging key benefits of the product on its rating and overall brand perception.

At MavenMagnet, we have developed capabilities to discover insights from large data sets in near real-time and help companies make strategic decisions in areas ranging from product innovation to marketing communications. We are fully GDPR compliant and adhere to the most stringent industry and government privacy standards. We use advanced technological and analytical techniques to help you raise your product rating, improve brand perception, and drive sales.

MavenMagnet: Optimize customer service to build brand reputation

Customer service plays an important role in almost all industries. Whether you are managing a retail store or a hotel, running an airline or a credit card company, selling shoes or cars, customer service is a critical factor that can make customers love or hate your brand. In today’s connected world, good or bad customer service experience is not limited to an individual. While great customer service can turn customers into loyal social advocates, bad customer service can fuel negative sentiments for your brand and redirect customers to the competition.

With customers using multiple touchpoints like phone, chat, app, email, in-store, and social networks as well as the advancements in the industry through bots and voice assistants, it is becoming increasingly important to ensure that all the touchpoints provide optimal levels of customer service. Traditional customer service metrics often fall short in establishing the impact of each touchpoint on the brand reputation in the digital world.

MavenMagnet uses an integrated approach to measure touchpoint experience. The customer connect data collected from all touchpoints operated by the company is analyzed on a level scale. This analysis is granularly integrated with the experience customers share on digital platforms like blogs, forums, and social networks. The combination of the two data sets – one where customers are interacting with the company, and the other where they are sharing their experience with their social connections – provide a holistic assessment of the company’s customer service efficiency. MavenMagnet touchpoint experience KPI is proven to be a more realistic measure of the performance of each touchpoint and the impact it is having on the brand reputation.

At MavenMagnet, we have developed innovative technological capabilities to discover insights from large data sets. We are fully GDPR compliant and adhere to the most stringent industry and government privacy standards. We use the most advanced technological, analytical and statistical techniques to help you optimize your customer service experience and boost your brand reputation.

MavenMagnet: Talk in the voice of consumers

Brands excel when they connect with their consumers or customers. In order to do that, marketers need to understand how their consumers talk, feel, and express themselves. What is their vernacular? What are the slangs they associate with the category? What is their real voice in their everyday activities and discussions?

Traditional market research uses surveys, focus groups, and in-home ethnography which are severely limited in capturing the real voice of consumers. With questionnaires, you are forcing the consumer to use your language. With focus groups, consumer participate often wondering about how the people observing or sitting in the group perceive them and expect them to say. With in-home ethnography, you are learning from a small set of consumers who are aware and conscious of a stranger being in their home.

MavenMagnet uses a completely different, non-intrusive, and discovery-based approach to understand consumer speak. It gathers data from broad range of digital sites including communities, blogs, news, forums, product reviews, and social networks. This is where people ask questions, express their real thoughts, and share their experience, all in their native environment. We analyze these conversations to understand how your consumers talk about products and experiences in your category. We don’t ask questions so the actual voice of consumers shine through.

At MavenMagnet, we capture the real voice of consumers anywhere in the world in any language. We don’t rely on machine translation. Our team consists of native language speakers to ensure that the cultural nuances and emotions are not lost in translation. We are fully GDPR compliant and adhere to the most stringent industry and government privacy standards. We use the most advanced technological, analytical, and statistical techniques to empower you to talk with your consumers in their voice.

MavenMagnet: Decoding Customer Journey from Consideration to Advocacy

Customer Journey in today’s world is a non-linear process. The steps between awareness and purchase often loop back on each other grouping them into one unified consideration step.

At the same time, digital platforms have become the number one destination for customers to share their experience with products ranging from cars and gadgets to hair care and baby products. With ample information and engagement opportunities available on digital platforms, customers conduct a large part of their consideration research online and brand advocacy plays a critical role in making a purchase decision. At MavenMagnet, we use our expertise to analyze digital conversation to decode the customer journey.

  • Our approach is to do contextual listening to hear the voice of considerers, owners, and advocates.
  • We take a discovery approach to identify the most relevant factors for the target segment while considering a service or product in a specific market.
  • We identify the most relevant factors for the owners/users and what drives the customers to be advocates/loyalists.
  • We provide touchpoint analysis by journey stage for media and messaging optimization.
  • We provide competitive analysis to understand how the brand is perceived as compared to competition by considers and owners respectively.

Online reviews and ratings from experts and customers, multi-channel engagements, and multiple touch points have changed the customer journey for good. MavenMagnet has developed innovative technological capabilities to use contextual listening to extract valuable insights and provide actionable recommendations at every step of the journey while being fully GDPR compliant and adhering to the most stringent industry and government privacy standards.

MavenMagnet: Mitigating Sampling Pitfalls

Getting the right sample is one of the most critical tasks in conducting market research. In case of traditional market research, a few thousand set-top boxes define the ratings of hundreds of television shows, an exit poll of a thousand or so voters is used to predict who’s going to win a national election, and four groups of 15 people each define the positioning statement of a brand. Reliance on these select few to represent the target consumer segments is error-prone due to factors including posturing, respondent bias, and research fatigue.

The myth surrounding social listening tools or dashboards is that you cannot get a robust sample because the data is not representative of your target segment. At MavenMagnet, we take a completely revolutionary approach towards market research sampling to address this concern.

  • Our approach to sampling is technology-based where the size of the sample is in tens of thousands and is determined by the number of consumer conversations required to form strong and stable insight patterns.
  • We collect conversations from all types of digital sources that go way beyond social networks to include blogs, news sites, forums, reviews and rating sites, and special interest discussion groups.
  • We collect data from wherever there is availability of public data while being compliant with privacy laws and guidelines.
  • Our distribution of data sources maps to the consumer spread online to get a perfect representation of your target segment.

MavenMagnet has been at the center of disrupting the current customs and practices in market research. We use the most advanced technological, analytical, and statistical techniques to provide insights that are representative, credible, and actionable to help you make great business decisions.