• by Tanya Gazdik , October 16, 2018

J.D.Power and Reputation.com are offering a way for brands to take a more holistic view of customer feedback and deliver an improved customer experience.

The alliance is another step by J.D. Power in building a digital ecosystem that will enable brands to more effectively understand the elements of customer satisfaction, according to the company.

Under the alliance, J.D. Power provides its data and analytics expertise and Reputation.com applies machine learning and natural language processing to the cloud of unstructured text on social media and review sites.

Until now, consumer-facing businesses were unable to capture, consolidate and deeply analyze customer feedback from market research, surveys, online consumer reviews, social media posts and other sources in a unified, integrated platform, according to the companies.

Managing a brand’s online reputation and balancing it with other sources of feedback has never been more important, says Bernardo Rodriguez, chief digital officer at J.D. Power. 

“We can advise clients on their online reputation and how that plays into their overall customer satisfaction related to J.D. Power benchmarks and customer research,” Rodriguez says in a release.

There are many clients that use both J.D. Power and Reputation.com, says Joe Fuca, Reputation.com CEO.

“On the Reputation.com side, we manage over half of the [car] dealer locations in America, while J.D. Power runs all the point-of-sale data for original [automotive]  equipment manufacturers in the U.S.,” Fuca tells Marketing Daily. “In addition, one of the three largest Japan-based OEMs is fully rolling out this technology as we speak.”

The alliance will help enterprises in a number of industries, including automotive, financial services, entertainment and hospitality, he says.