Which Retailers Are Best Positioned to Win Black Friday?

By: Dheepan Ramanan

December 1, 2014

Tags:
Sentiment Analysis
Social Engagement
social listening
social media
Speech Analytics
text analytics

Black Friday is considered the Super Bowl event of the retail world. The National Retail Foundation expects 140 million people to shop in stores and online over the course of the weekend and predicts that a potential total of $50 billion in shopping revenue will be on the line.

With stakes that high, having a customer experience management game plan in place is critical for big retailers to ensure successful sales on Black Friday.

Social media plays an important role when it comes to customer experience management: Consumers utilize online platforms to weigh in on store operations, product availability, shopping pain points, holiday wish lists, and more. Retailers derive sophisticated operational and marketing insight by gathering Twitter and Facebook data and parsing information through a combination of natural language processing and categorization.

Prior to the approaching holiday shopping weekend, we began deriving insights for several leading retail brands, including Apple, Amazon, Costco, Best Buy, and others. Our insights from this week point to key touchpoints among customers and illustrate how big retail brands compare on social media.

Read the rest of Clarabridge’s pre-Black Friday analysis at Data Informed.

 


Dheepan Ramanan is a data scientist at Clarabridge. Follow him on Twitter @DheepanRamanan.
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