Nuvi Emphasizes the Importance of Market Research in Times of Crisis

Nuvi provides Enterprise Social Customer Experience solutions that empower brands to earn and retain customer loyalty during times of crisis. Nuvi’s industry-leading social listening analytics improves crisis management by giving organizations the power to conduct real-time, comprehensive, in-depth market research that enables better strategic decision making and adaptability.

Crises are often accompanied with increased customer engagement volume which escalates the difficulty of managing both the crisis and engagements. At the same time, 80% of customers say that the experience is just as important as the product or service. A good social customer experience strategy, especially as it pertains to crisis management, depends heavily on well-informed market research gathered from real-time social monitoring and analytic tools.

Real-time market research reveals trends as they’re arising and before the public has a chance to grasp it, allowing brands time to adapt and preemptively combat crises. Through a survey, PwC found that “In the U.S., even when people love a company or product, 59% will walk away after several bad experiences, 17% after just one bad experience.” 

Given the high negative environment of a crisis, these numbers become all the more real, if not grow. As such, enterprise companies require the tools to provide a consistent experience that improves the likelihood of abiding brand loyalty, CLV, and ROI.

Nuvi’s Natural Language Processing (NLP) engine is industry leading in the speed at which it gathers social data and the accuracy at which that data is analyzed. Through social listening, customer engagement, content , and review management solutions, all powered by the NLP, marketers and enterprise brands can gain vital market insights instantly and speak to current concerns just as quickly.

Nuvi’s amalgamation of Social Customer Experience management solutions is bound together by real-time data analysis and the goal of helping enterprise brands improve the customer journey, no matter the circumstances.

To learn more about market research through customer experience management solutions, click here.

About Nuvi

Nuvi is a customer experience management and social analytics software platform built on an industry-leading language engine.  Nuvi helps you listen, plan, publish, engage, analyze, locate, review, and capture your way to better customer experiences.

For more information, see Nuvi in action.