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L’Oréal USA to Track Customer Experience Via Social Media

Posted: July 31, 2012

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.

 “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.”