L’Oréal USA has partnered with Clarabridge, Inc., a provider of sentiment and text analytics, for Customer Experience Management to manage its social media data to gain insight into what its customers are thinking and feeling. As part of its “The Voice of Beauty” mission, which works to build sustainable relationships with consumers, L’Oréal USA is working with Clarabridge to monitor what is being said in real time about its 27 brands across social media outlets, including website reviews, product reviews, blogs, Twitter and Facebook.
With countless social media listening posts, and hundreds of thousands of consumer comments generated each day, L’Oréal USA seeks to be able to efficiently and accurately analyze the data it receives. By leveraging Clarabridge’s sentiment and text analytics, L’Oréal USA will be able to automatically route consumer insight to the right people and more effectively engage with its consumers.