Case Study: Major Department Store Chain Company achieves global customer insights and faster crisis response with Synthesio

Using Social Listening to Find a Department Store’s Customer Insights

A major department store chain engaged Synthesio to gather customer insights and improve service. The retailer needed to identify brand influencers, manage crises, and benchmark competitors across a vast, multilingual global customer base—tasks that were impractical to handle manually.

Synthesio’s social listening and engagement platform tracked conversations across social networks, review sites, forums, blogs and news comments in 220+ countries and 50+ languages, including APAC platforms like Sina Weibo. This enabled faster crisis detection, easier influencer discovery and more effective competitive benchmarking, saving time and improving understanding of online and offline customer experiences.