Case Study: Global Personal Care Brand Company achieves increased retention and incremental revenue with NetBase Quid

Improving Retention in the Face of Competitive Pressure

A global personal care brand faced growing competitive pressure from a new market entrant and signs of eroding consumer interest. To protect customer retention and revenue they needed a clear, timely view of sentiment and share of voice across demographics and product features.

Using NetBase’s Facebook topic data to analyze roughly 10,000 daily interactions, the brand identified which product features drove positive engagement and discovered the challenger was disproportionately winning female consumers — an audience the incumbent had largely overlooked. They refocused creative messaging to highlight beloved features and target the untapped female segment, boosting customer retention and generating incremental revenue.