Analyzing FEEDBACK IN REAL-TIME

Problem:

Apple wanted to proactively identify threats & opportunities during the launch of three separate products (Beats Pills, Apple Music for Android & Hermés Watch Bands) by analyzing real-time customer reactions.

Solution:

I ran a real-time analysis across all Apple social channels & 3rd party data to identify nascent-stage issues tied to different audiences - before those same trends went viral.

Results:

Apple was able to surface product & service issues while they were low-level problems, not only staving off customer anger but also creating a template for how to handle similar issues across other products.

This approach especially benefitted their Apple Care team, who could utilize real-time data to improve when/where/how they engage different customers.