At Yogi, we recently had the privilege of participating in an exciting webinar hosted by The Social Intelligence Lab where our CEO and Founder, Gautam Kanumuru, went behind the scenes with Frank Gregory, Social Intelligence Lead at Nestlé USA to explore how they built an insights engine powered by ratings and reviews. During the session, we discussed how consumer feedback can be transformed into clear, actionable insights that drive smarter decisions.
If you missed the live event or want to revisit the key takeaways, we've got you covered! You can either click here to watch the full webinar or read the detailed recap below to learn how Nestlé USA is leveraging Yogi to stay ahead of the curve in consumer understanding.
Social media listening has long been a staple for understanding consumer sentiment, but ratings and reviews offer something truly unique. Unlike social posts, which can often be vague or general, reviews provide in-depth, specific feedback on a product’s performance—everything from its taste and texture to its price and packaging. But how do brands make sense of this mountain of unstructured data?
In this webinar, Nestlé USA shared how they turned this challenge into an opportunity by partnering with Yogi. Using our AI-powered platform, they were able to dive deep into customer feedback, breaking it down at the sentence level to analyze sentiment with granularity. This helped Nestlé USA uncover emerging trends, understand the "why" behind customer sentiment, and make more informed decisions—faster.
During the session, Frank from Nestlé USA explained how Yogi's platform became a core part of their workflow. When new products weren't performing as expected, the team could quickly turn to ratings and reviews to dig into the details. Were there issues with the pricing? Was there something about the product’s features that consumers didn’t like? Yogi helped them pinpoint exactly where things were going wrong and how to make adjustments.
"When a product isn't performing as expected, we turn to Yogi to quickly understand the root causes—be it pricing, features, or something else entirely. The granular insights allow us to make swift adjustments." – Frank Gregory
Moreover, by analyzing competitor products using the same approach, Nestlé USA could identify competitive gaps and uncover opportunities for improvement. With granular insights from Yogi, they gained a clear understanding of where their products stood in the market and what they needed to do to improve.
In the webinar, Frank noted that one of the most valuable benefits of using Yogi’s platform is the ability to act quickly based on real-time consumer feedback. To provide an example, he highlighted how a change in the formulation of a Nestlé coffee creamer product led to a spike in negative sentiment. Thanks to Yogi, his team noticed the shift almost immediately, allowing them to address the issue before it snowballed.
"For example, when we noticed negative sentiment spike around a coffee creamer after a formula change, Yogi allowed us to catch the issue quickly and revert to the original formula, preserving customer loyalty." – Frank Gregory
This proactive approach allowed Nestlé USA to act fast, revert to the original formula, and preserve brand loyalty—all thanks to the timely insights that Yogi’s platform provided.
One of the standout elements from Nestlé USA’s experience includes the democratization of insights. By making Yogi’s platform accessible to a variety of stakeholders, Nestlé USA has been able to ensure that the insights aren’t siloed within a single team. From marketing to product development to social strategy, multiple teams have access to real-time data that empowers them to make faster, data-driven decisions.
"We make sure that everyone in our team—whether from brand marketing, product, or consumer insights—has access to Yogi’s platform, empowering them to dive into data and make decisions independently. This democratization of insights has really helped us move faster and more strategically." – Frank Gregory
In the webinar, Gautam, Yogi’s CEO, explained how this self-service approach has enabled teams across Nestlé USA to independently access the insights they need without always relying on a centralized analysis team. The result? Faster, smarter decisions that keep the brand agile in a fast-changing market.
Nestlé USA didn’t stop at just product-level feedback. By integrating Yogi with other tools in their tech stack, such as Talkwalker for social listening, their team has gained a more holistic view of consumer behavior. This comprehensive approach has allowed them to monitor specific SKUs, track different retail platforms, and even incorporate consumer care data into their analysis for deeper insights.
Gautam shared that by combining multiple data sources, Nestlé USA has been able to see how their products are performing across various touchpoints, from online reviews to social media, allowing for more informed and strategic decision-making.
Nestlé USA’s experience with Yogi highlights the power of ratings and reviews as a vital consumer intelligence tool. Here are a few key takeaways for brands looking to leverage similar insights:
1.) Use Granular Insights to Drive Smarter Product Decisions: Break down reviews at a granular level to identify what consumers like or dislike to enable more informed product improvements.
2.) Act on Real-Time Feedback to Resolve Issues Quickly: Capture and address real-time feedback to fix problems before they escalate and maintain consumer satisfaction.
3.) Use Competitive Benchmarking to Strengthen Your Position in the Market: Compare feedback across products to spot performance gaps and stay ahead of competitors.
4.) Democratize Insights Across Teams for Faster Decision-Making: Make insights available to all teams, empowering quick, data-driven decisions across your organization.
At Yogi, we believe that understanding your consumers is key to making smarter decisions faster. If you're ready to transform unstructured feedback into clear, actionable insights that empower your team to stay ahead of the curve, you can learn more here.
.svg)
