Social Listening

Case Study

The Challenge

The banking industry is highly competitive, and with the rise of digitalisation and online platforms, traditional banks are facing new challenges and competition from non-banking entities. Our banking client needed to stay ahead of the curve by exploring consumer conversations around money transfers by major players such as PayPal, Amazon Pay, and TransferWise. This would give them a better understanding of consumer behaviour and preferences, helping them to shape their service offering and identify new market opportunities.

The Solution

In order to tackle the challenge of staying ahead of the competition in the banking industry, our team implemented a data-driven approach to gather valuable insights into consumer behavior and preferences. By collecting consumer data from various online sources such as social media, forums, and review websites, we were able to get a comprehensive understanding of the customer journey and decision-making process.

The data was analyzed using advanced analytical tools and techniques to uncover the specific pain points and areas for product improvement based on user experience. Our team took into consideration all relevant data, including comments and feedback from customers, to understand their needs, expectations, and preferences.

By using a data-driven approach, we were able to get a 360-degree view of the customer journey and gain insights into the most pressing issues and areas for improvement. This allowed us to advise our client on the most effective strategies for enhancing their services and reaching new markets.

The Outcome

The insights gained from the data analysis were crucial in assisting our team in the development and delivery of the client’s overall service strategy. By advising on market penetration opportunities, we ensured that the launch of their services met and exceeded consumer expectations across different markets. This was a significant factor in helping our client stay ahead of the competition and remain relevant in a rapidly changing industry.

Our team’s data-driven approach allowed the client to make informed decisions and prioritise areas for improvement, which directly impacted the success of their services. The client was able to identify new market opportunities and effectively reach new customers, leading to an increase in market share and overall growth.

 

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