8 Game-Changing Customer Insights I Uncovered in 2025

I believe there’s no need to introduce DJI to you. I analyzed their performance and discovered that their new product, DJI Osmo Action 5 Pro is a great success! Positive sentiment of the brand improved with the launch (with positive mentions rising from 29% to 32% of total mentions). This shows great customer satisfaction with this item. But that’s just scratching the surface of customer insights. What else can you learn with customer insights? Let’s discover!

Customer insights are all about transforming raw data into action. They’re based on understanding and interpreting customer data, behaviors, and feedback. They can help you redefine your customer satisfaction strategies.

In this article, I’ll share 8 customer insights every marketer should know. I’ll show you how to apply them & the tools that can help you uncover even more!

What are customer insights?

Customer insights are deep understandings of customer behaviors, needs, and preferences.

Marketers tend to misunderstand them with customer analytics. But there’s a huge difference.

Unlike customer analytics, which focuses on raw data and trends, insights interpret that data to reveal the “why” behind actions.

For example: Analytics might show a dip in sales; insights reveal it’s due to product dissatisfaction.

But why even bother?

Well, according to Trustpilot, adding personalized experiences to your online platforms can boost your conversion rate by approximately 8%.

8 key customer insights:

I created this list to be your shortcut into the customer insights world.

I’ll show you the most important insights, and also real-life examples of how brands use their customer data to succeed.

Each insight comes with the “How to turn it into action?” section, so you can easily apply them to your own strategy.

By the end, you’ll know how to uncover similar insights and take your brand to the next level.

Ready? Let’s dive in!

01 Media monitoring is a source of objective customer feedback

Media mentions provide raw, unfiltered opinions from customers.

As marketers, we all know social proof matters. A positive mention in a trusted source acts as validation for your brand.

It can be perfectly seen on a smaller brand case!

Quick case study: CUTI, a small zero-waste brand with leather goods, almost fully sold out after receiving a positive mention from an influencer, Sylwia Butor.

At first, the brand had no idea what caused such a significant spike. Later, they discovered the mention and decided to create their latest campaign by collaborating with the influencer.

Such vivid effect of mentions is unfortunately not a common thing. Usually, mentions effects build up when more and more occur.

They serve as a very powerful testimonial. And can show whether your customers are satisfied with your product or service.

But how to find your mentions?

At the very beginning – set up a media monitoring project using a tool like Brand24. It will allow you to track mentions of your brand.

You can track any unique keyword you need – a hashtag, a brand name, or a specific product.

Brand24 will find and analyze mentions from sources like:

• Social media platforms such as Facebook, Instagram, LinkedIn, YouTube, Twitter, TikTok, Reddit, Quora, Telegram, and Twitch
• Review sites such as TripAdvisor, Yelp, Booking, App Store, Google Play, Trustpilot
• Blogs
• Video platforms
• Podcasts
• Discussion forums
• Newsletters
• Online news sources

How to turn it into action?

Learn what customers say and leverage these customer insights in your future products, updates, and also – marketing.

For example, if your product is often praised for its ease of use, make that a central point in your next campaign.

Media mentions can also provide an opportunity for customer interactions, which are crucial for growth and retention. Make sure to respond to people mentioning your brand.

Here’s an example, these are the mentions of DJI Osmo Action 5 Pro that I found using Brand24:

The outcome for DJI: People report problems with batteries in cold temperatures, but at the same time – admire the vastness of features.

They may want to improve their batteries in the future and keep the diversity of features.

02 Tracking the customer journey is necessary to boost revenue

Understanding the path your customers take, from discovering your brand to making a purchase, is key.

It reveals valuable customer insights that can directly impact your strategy. By understanding the customer journey, you can create personalized experiences that improve customer expectations.

Here are a few examples:

1. Drop-off points in the sales funnel
2. Market research and data showing which marketing channels (social media, email campaigns, paid ads, or organic search) drive the most traffic and conversions.
3. Insights into which blog posts, videos, or product descriptions engage users most.
4. Customer data on whether customers prefer browsing and purchasing via mobile, desktop, or tablet.
5. Identifying stages where customers might need a nudge, such as retargeting ads for users who viewed products but didn’t purchase or abandoned their carts.
6. Discovering patterns in when customers are most likely to make a purchase.

How to turn it into action?

Start with mapping your customer journey using tools like Google Analytics or Microsoft Dynamics 365.

• The Behavior Flow Report in Google Analytics visualizes how users navigate through a website, showing the paths they take from one page or event to the next. It highlights entry points, drop-offs, and key interactions, helping you understand customer behavior. Overall it helps identify opportunities to optimize the user experience.
• Microsoft Dynamics 365 Customer Insights tracks the customer journey by collecting data from various touchpoints (websites, emails, social media, and in-store interactions). It provides a clear view of how customers engage with a business across channels, helping identify key moments in the journey.

You need to identify common pathways and see where users drop off.

For instance, if many users leave the site after visiting the pricing page, it might indicate that the page isn’t answering their questions or lacks clear calls to action.

Fix that, and you can boost conversions significantly!

A fantastic example is how Amazon uses generative AI to improve CX.

They enhance the customer journey by tailoring product recommendations and descriptions based on individual preferences, search, and purchase history.

This personalization helps customers find relevant products faster. For example, it will highlight “gluten-free” for health-conscious shoppers.

03 Positive customer sentiment is important

Sentiment analysis isn’t just a “nice-to-have”. It’s a powerful indicator of how well your brand meets your target audience’s expectations.

When customers share positive mentions, it signals trust, satisfaction, and a strong emotional connection to your brand.

These mentions act as social proof. They can influence potential buyers by boosting your brand’s credibility.

For me, tracking positive sentiment also helps pinpoint what’s working (whether it’s a particular product feature, a marketing campaign, or customer service).

I like to use Brand24 for this metric. Using the tool, I can:

• Track how sentiment changes over time to spot trends and shifts in customer perception.
• Compare my performance over time to understand how different campaigns or product launches affect customer sentiment.
• Analyze which platforms generate the most positivity, helping me prioritize my efforts.
• Identify what topics generate the most positivity (like specific features, customer service, or product benefit), so I can emphasize them in your messaging.

How to turn it into action?

Use social listening tools like Brand24 to monitor sentiment trends and identify what drives positivity around your brand.

This is what the sentiment over time looks like for DJI Osmo Action 5 Pro:

You can find it in the Brand24 dashboard > Analytics.

To ensure a good digital reputation – focus on improving messaging and engagement on platforms where sentiment is less favorable.

I suggest tracking the sentiment for new releases and updates, but also generally for your brand. It’s a great way to spot a PR crisis early and act before it escalates.

04 Personalized offers can help you reduce churn

Customers expect experiences that feel tailored just for them.

In fact, according to SalesForce research, 65% of consumers expect companies to deliver personalized experiences.

Why?

Personalized offers, like targeted discounts, curated product recommendations, or exclusive deals – make customers feel seen and valued.

This not only enhances their overall experience but also significantly reduces churn and boosts customer loyalty, as customers are more likely to stick with brands that understand their unique preferences.

How to turn it into action?

Segment your audience using search or purchase history, demographics, data sources, and behavioral patterns.

And then craft personalized offers.

For example, DJI could send a discount on camera accessories to customers who recently purchased a DJI Osmo Action 5 Pro.

That would be the MOVE!

05 Tracking product usage will help you increase conversions

Knowing how customers interact with your product provides invaluable insights.

Are they using all the features? Which ones do they find most beneficial?

This behavioral data can guide feature improvements and marketing strategies.

How to turn it into action?

Implement analytics tools to track product usage. If you notice certain features are underused, create tutorials or marketing campaigns to highlight their value.

You can also gain insights about product usage with social listening.

I did a little experiment and asked the AI Brand Assistant about DJI Osmo Action 5 Pro’s most popular use cases, and here’s what I got:

06 Social listening will help you discover customers’ frustrations 

Social listening also uncovers the sad part of customer insights – hidden frustrations that traditional customer feedback might miss.

It provides valuable consumer insights that help you understand the things you need to improve.

It’s super easy to find negative mentions and analyze what caused them.

The good point of this is that a recurring complaint online can guide your future product improvements. The ones that will make a real difference for your customers!

How to turn it into action?

Analyze the negative mentions – what are they about? The product or your services?

Define things that need to be addressed and improve them accordingly.

Plus, make sure to respond to those negative mentions (as fast as you can).

ReviewTrackers revealed that 53% of customers expect businesses to respond to their negative reviews within a week.

Just how I found that DJS’s camera might need a better battery.

Pro tip: Go to the Analysis Tab and apply the “Negative” filter. This way, you’ll get the whole analysis of your negatives, including:

• The most popular mentions
• Sources
• How it changes over time
• Context of discussion

In DJI’s case, negative mentions are undoubtedly mostly about drones:

07 Monitoring post-purchase behavior improves customer satisfaction

What happens after the purchase is just as important as the sale itself.

Post-purchase feedback, like how easy it was to set up a product or how helpful customer service was, shapes overall satisfaction and loyalty.

How to turn it into action?

Send follow-up surveys or emails to gather feedback on the post-purchase experience.

Use this customer service data to refine onboarding processes. It also ensures customers feel supported from the start.

08 Positive customer reviews & testimonials build trust

Nothing builds trust faster than authentic customer reviews.

Bright Local found that good reviews can boost customer spending by 31%, while bad reviews may drive away up to 40% of potential buyers.

Those numbers are big!

But I totally get it. I’m also a “first research, then buy” person.

Positive testimonials act as a stamp of approval, giving potential buyers the confidence to make a purchase and helping you engage more effectively with your current market or target audience.

How to turn it into action?

Encourage satisfied customers to leave reviews on platforms like Google, G2, or Trustpilot.

Showcase these testimonials on your website and social media to amplify their impact.

What is the best way to get customer insights?

The best way to get customer insights is to use AI-powered tools. These tools can analyze your quantitative data and generate clear, ready-to-use customer insights.

What’s more, they can automatically identify:

• Trends in the market
• Customer sentiment
• Areas of opportunity

Instead of manually sifting through customer service data, you get a quick recap of:

• What’s working
• What needs attention
• & Where your brand can grow.

On a daily basis, I like to use the AI Insights Tab from Brand24.

You’ll find there AI-based insights from your social listening project data.

For example, in DJI’s case, it highlighted their growing positive sentiment, identified which platforms drove the most engagement, and pointed out new market opportunities based on customer discussions.

It’s a great way to get an overall look at what’s happening.

But if you want more details or need answers to specific questions – it’s also a great idea to use chatbots.

Brand24 offers an AI Brand Assistant that combines ChatGPT knowledge with your social listening project data.

Want to know how a campaign impacted customer sentiment, which product features are being talked about the most, or where to improve your messaging?

The Brand Assistant delivers these insights with ease:

What other customer insights you can get using Brand24?

I could talk about the possibilities of media monitoring tools for customer insights for HOURS.

But I believe it would be an overdo…

So I decided to give you a list of things you can do using Brand24 that I haven’t mentioned in my insights. Perhaps that’s what would be a game-changer for you?

Here’s what else you can do using the tool:

• Uncover emerging customer interests and market trends.
• Find out which platforms or communities generate the most conversations about your brand.
• Identify influencers who drive engagement.
• Measure how specific marketing campaigns impact customer sentiment and brand mentions during and after launch.
• Find your biggest fans and unhappy customers so you can reward loyal ones and fix problems for those who aren’t satisfied.

Conclusion

Customer insights are crucial as they help you understand your customers’ needs, preferences, and behaviors.

They enable you to deliver better products and experiences.

Nowadays, you can easily access these insights using advanced tools that analyze customer data in real-time. It’s a game-changing way to enhance customer experience (CX) and drive business growth!

Key takeaways:

• AI is a game-changer! AI-powered tools help you uncover deep customer insights quickly and with attention to detail.
• Real-time data matters! Tracking and analyzing data in real-time allows you to respond to customer needs and market trends quickly.
• Use the right tools! Leverage tools like Brand24, Google Analytics, and Microsoft Dynamics 365 to collect, analyze, and act.

Done with the talking, time for action! Start your Brand24 trial and unlock the full potential of customer insights!