The number one goal of service is to satisfy customer needs. How might a company understand its consumer’s needs? Well, thanks to the invention of a little thing called the Internet, Public Relations professionals have access to a deeper layer of consumer perspectives.
Netflix uses analytics to monitor which genres, directors, actors, and producers are frequently chosen by individual accounts and then uses those elements of information to suggest movies for a consumer's specific tastes. They also monitor what the Facebook Friends of that individual are watching on Netflix to generate mutual interests. The benefit of using these forms of analysis is that the consumer feels as though the product knows their taste, and are easily satisfied because Netflix chose to understand its customer's needs.
Facebook, Twitter and Tumblr offer ways that real services can review their analytics to learn the opinions and needs of their customers. They all use similar methods which monitor likes/favourites, retweets/shares/reblogs, new follows/unfollows, new friends and unfriends. This way, they are able to understand the flow of interest in their service and also where they are lacking. Another thing that these analytics can do is tell the business where the streams of their consumers are coming from, and actually target specific areas.
Interested in having a leg up on the competition? Click here to find out about unique analytic streams to monitor with Google Analytics.
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