Pharma Company Improves Customer Perception with the Help of Active Online Listening

Sep 23, 2016

Business Challenge

Understanding brand perceptions of major brands. A global client in the pharma companies space, wanted to derive meaningful and actionable insights based on active online listening (AOL) focused on its major brands in Mexico.

Situation: Obtaining clarity into customer chatter about client’s brands.

The client was facing challenges in understanding how their brands are perceived by consumers in the Mexico market, and how they can gain correct visualization of what consumers are talking about.

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Conversation monitoring and dashboard solution.

We identified and monitored the conversation about the core brands, and monitored the conversations about the diseases and treatment for the core brands. We also developed a dashboard based solution to obtain insights as per the business requirement of the user and the type of user.


Improved understanding of customer perceptions.

The client in the pharma companies space gained insights on topics that are linked to specific/real-time events and have continuous relevance for specified core brands across Mexico. A retrospective social media assessment enabled deeper understanding of online chatter on the target brands and their respective disease categories.

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