BACKGROUND

After launching a new menu item, TwinBear soon saw a disparity between the product name and the consumer's reaction to the actual product received. This led to an overwhelmingly negative reaction to the product.

OUR APPROACH

Through the handling of customer service complaints and sentiment tracking, TwinBear discovered that consumer expectations were not being met due to the size and shape of the product received, versus the product's name. After sharing the reporting and insights we were seeing with the client, they moved forward with rebranding the product with a different name that more closely aligned with customer perception.

KEY TAKEAWAY

Providing early insights into customer perception and sentiment can help brands pivot and make strategic decisions leading to higher customer satisfaction.