A few years ago, I faced the challenge of analyzing a spike in negative customer sentiment. No one likes seeing a downward trend, especially when it’s about your innovated product. I reviewed product ratings and reviews for the target period, comparing them to the same time the year before. It’s always helpful to compare similar periods, as customer behavior tends to remain consistent.
If your customer bought your product last time, and consumption is steady, they’ll likely buy it again.
Unless something has gone wrong. For this newly reformulated product, something had. We needed answers fast.
Enter Luminoso Daylight. As a seasoned Luminoso user (happy to share pro tips), I set up a blended data set and uploaded it. I made sure to take advantage of Luminoso’s advanced capabilities, layering in data like time, location, retailer, and more. Within 20 minutes, Luminoso Daylight delivered a comprehensive, Storyful dashboard report.
Here’s what we confirmed:
- Issue: “White chunks” forming in the product, surfaced through customer conversation clusters.
- Timing: The issue was confined to winter months (time) for stock produced in cold-weather states (location).
- Context: A quick search confirmed that year was the coldest in decades.
- Sleeper Issue: Luminoso also revealed a separate issue driving 17%-25% of negative sentiment, national in scope, and easily missed without Luminoso’s sentiment analysis.
That sleeper issue? A simple product claim miscommunication, fixed internally within 30 days! As for the white chunks, minor tweaks to the last-mile supply chain solved it. NOT a reformulation issue. Product saved.
Curious about uncovering sleeper insights from customer conversations?
Check out Luminoso today and discover how their powerful, domain-agnostic language understanding tools can transform your data into actionable insights, saving you time and protecting your brand.
This post was written by Robert Odera, Founder at Insights Nectar.
