BRAND-SPECIFIC CUSTOMER SENTIMENT
NSI has been providing a major entertainment company with analytics to measure and track customer sentiment, identify and prioritize emerging issues, and optimize customer service operation standards, based on its unique language of brand, its customers, and its culture.
BUSINESS INTELLIGENCE ANALYTICS
NSI staff are on site at a global Fortune-100 company providing increased analytical depth and rigor to business intelligence objectives including maximizing revenue per customer, detecting and preventing attrition, enhancing brand usage, and improving product design.
FORECASTING BRAND USAGE & DEMAND
NSI is providing a digital entertainment software developer and publisher company with regular forecasts of the maximum concurrent online customers using their products at a given time so that optimal server capacity can be resourced a priori to meet customer demand.
MAPPING COMMUNICATION FLOW
NSI utilized social network and business analytics techniques to quantify, diagnose, and improve communications for a voice of the customer team within a a major entertainment company enabling rapid response to customer issues and brand performance concerns.
IMPROVING WAIT TIMES
NSI used non-linear regression and differential calculus working with senior leadership of a 2000+ FTE call center to adjust service levels and balance wait times with time spent meeting customer needs, resulting in improved customer satisfaction even with longer wait times.
PREDICTIVE MODELING
NSI developed predictive models of brand usage that are accurate to within 5%, and have been used to estimate peak usage patterns and inform capacity planning decisions to help avoid excess overcapacity costs, and customer dissatisfaction from under-capacity.
CONSUMER BEHAVIORAL SEGMENTATION
NSI conducted a segmentation analysis based on consumer behaviors and situational factors, rather than fixed demographics or attitudes, to develop marketing strategies and approaches tailored for consumers different needs and purchasing habits at different times.
THEMATIC ANALYSIS OF VIDEO CONTENT
NSI conducted a thematic analysis of short promotional videos and teasers alongside the fans’ comments to each video for a large entertainment company to explore patterns in the video content and the customers’ responses to identify what customers are saying and why.
BARRIER IDENTIFICATION AND REMOVAL
NSI has applied a barrier analysis to a large organization to identify, prioritize, and remove fear barriers from different functions and departments that built barriers to help protect silos and entitlements and their turf while creating harm for the overall organization.