July 31, 2012 00:00 AM

Clarabridge, Inc., the leading provider of sentiment and text analytics for Customer Experience Management (CEM), today announces that L’Oréal USA has chosen Clarabridge 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 needs to be able to efficiently and accurately analyze the data it receives. By leveraging Clarabridge’s sentiment and text analytics expertise, L’Oréal USA will be able to automatically route consumer insight to the right people, and more effectively engage with its consumers.

“Social media is all about real time, so we need to react in real time when it comes to customer engagement and Clarabridge helps us achieve this goal,” says Céline Dumais, Vice President of Consumer Care Center at L’Oréal USA. “We expect to see significant ROI through our “Voice of Beauty” mission and, most importantly, we expect to continuously improve our relationship with our customers – something you can’t put a price on.”

Clarabridge gives L’Oréal USA the tools and support to collect, cleanse, classify, and understand the sentiment of customer feedback posts across millions of social media platforms in real time. By leveraging Clarabridge’s sentiment and text analytics suite, L’Oréal USA automates the process of identifying actionable customer comments for further analysis and monitoring. Comments flagged for review are routed in real time to L’Oréal USA’s “Voice of Beauty” Command Center, where the appropriate team member takes the next step in the engagement process and interacts directly with the customer if needed. Customer feedback insight is also shared across the company through out-of-the-box reports and customized dashboards. Since the data isorganized by L’Oréal USA’s own analysts, the team has full ownership of how the data is cleansed and monitored- improving data quality and making the analysis and categorization processes more transparent than ever before.

“Clarabridge has transformed unstructured data sources, including social media outlets, for its clients into actionable insight to improve relationships and make better business decisions,” said Sid Banerjee, CEO, Clarabridge. “Forward-thinking companies like L’Oreal USA are truly leveraging the Voice of the Customer (VoC) through social media channels to get an unprecedented, universal look at consumers. This is imperative for companies to survive and thrive in today’s highly competitive environment.”

About Clarabridge

Clarabridge is the leading provider of sentiment and text analytics software for customer experience management. Clarabridge enables Global 1000 enterprises to achieve a universal understanding of their customers by automatically collecting, classifying, scoring sentiment and analyzing qualitative data found in voice-of-the-customer feedback channels. Insights extracted result in improved marketing, product/service offerings, operations and customer service across an organization. Clarabridge customers include B/E Aerospace, Betfair, Charming Shoppes, Inc., Choice Hotels, Dell, E.ON, Expedia, Fidelity Gaylord Hotels, Intuit, J.D. Power, L’Oréal, Marriott International, PetSmart, QVC, Inc., Sage North America, United Airlines, Walmart, Walgreens and Wendy’s International. Clarabridge is privately held with offices in Reston, Va. and London, U.K. For more information, visit https://www.clarabridge.com or on Twitter: @clarabridge.

About L’Oréal USA

L’Oréal USA, headquartered in New York City, with 2011 sales of $5 billion and 9,800 employees, is a wholly-owned subsidiary of L’Oréal SA, the world’s leading beauty company. In addition to corporate headquarters in New York, L’Oréal USA has Research and Innovation, Manufacturing and Distribution facilities across six other states including New Jersey, Kentucky, Arkansas, Illinois, Ohio, and Texas. L’Oréal USA Consumer Care Center is part of the CMO team.

L’Oréal’s impressive portfolio of brands includes Lancôme, Giorgio Armani Beauty, Yves Saint Laurent Beauté, Viktor & Rolf, Diesel, Cacharel, L’Oréal Paris, Garnier, Vichy, La Roche-Posay, L’Oréal Professionnel, Kérastase and Shu Uemura Art of Hair. The U.S. is the base for the product development, international marketing and advertising for L’Oréal’s twelve American brands: Maybelline New York, SoftSheen-Carson, Kiehl’s Since 1851, Ralph Lauren Fragrances, Essie Cosmetics, Redken 5th Avenue NYC, Matrix, Mizani, Pureology, SkinCeuticals and Dermablend. For more information on our brands visit http://www.lorealusa.com. Follow us on Facebook at L’Oreal USA – Corporate Facebook Page and Twitter @LOrealUSACorp.


Serina Aswani
Clarabridge, Inc.

Megan Coyle
Articulate Communications Inc.
212.255.0080, ext. 14