How to predict customers' needs in their reviews

Predicting customer needs involves providing a service or product that customers haven't expressed a demand for yet. And this goes beyond your current customers reviews. You need to think in terms of potential future customers, as well.

Understanding your customers' journey

It is crucial that brands understand how customers like to shop, what their preferences are, and, most of all, how to identify the points of success.

  • Sharing comments daily via surveys, social posts, digital feedback, interviews, and contact center calls

Insights from all channels

Customers leave their feedback on a variety of channels.

  • Eliminating silos and combining otherwise segmented data to connect journeys so you can easily search all sources of customer feedback at once—voice, web, video, and social network.

Know your customers

Know how, why, when and what contributes to customers interacting with your company.

  • Tracking experiences across channels and finding new and modern ways to understand and act upon them.

What Are Customers' Needs and How To Predict Them?

The idea of combining direct survey data with other forms of customer information to predict the concerns of all your customers provide potential not only for identifying silent customers who may be dissatisfied, but more importantly, for performing dynamic offers, personalized incentives, and customer-focused policies that build loyalty and drive new business.

Customer Behaviors that Businesses Want to Predict

To understand future needs, you should understand customers’ past interactions. You do this by collecting information from previous customer journeys and using it to predict future ones. The most beneficial customer behaviors are:

Customer Churn (Attrition)

Customer churn is happen when a customer stops doing business with you, or buying your products or services. It’s one of the easier metrics to predicting the probability that customer cancels or fails to purchase.

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Customers Churn


Retention involves engaging your customers to keep coming back for more. To clarify, create a relationship sufficiently for your customers to become brand loyal.

It’s less expensive to keep a current customer rather than win a new one. It is also easier to stop a customer leaving than it is to convince them after leaving. Like churn, it’s a straightforward metric, calculating the probability of someone remaining a customer.

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Customers Retention


Businesses want to know how happy their customers are with your product or service. When they are satisfied, they’ll be more likely to purchase again, recommend, and remain loyal. Sentiment Analysis for theri comments in the social media post or product page is a benficial tool for this purpose.

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Customers Satisfaction


Engagement monitors the ongoing relationship and interactions between a customer and your company. You’ll need to explore the most effective ways of keeping your customers engaged, then you’ll be able to predict how customers with similar features will also engage and satisfied.

Customers Engagement

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