Analyze and Respond to Customer Sentiment

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Analyze and Respond to Customer Sentiment

Instructor: Hurix Digital

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2 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

2 hours to complete

Flexible schedule

Learn at your own pace

2 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

2 hours to complete

Flexible schedule

Learn at your own pace

What you'll learn

Systematic engagement processes maintain brand consistency and ensure measurable service quality across all digital touchpoints.
Regular sentiment analysis converts customer feedback into strategic insights that support proactive retention and relationship building.
Strong CRM documentation and sentiment tagging create data foundations for scalable insights and personalized engagement.
Real-time responses combined with analytics help resolve issues quickly while strengthening long-term customer understanding.

Skills you'll gain

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There are 2 modules in this course

Did you know that over 90% of consumers say how a company responds to feedback directly impacts their loyalty? Understanding and acting on customer sentiment is no longer optional—it is a competitive advantage.

This Short Course was created to help digital marketing professionals systematically manage customer interactions across digital channels while leveraging sentiment analysis to drive data-informed engagement strategies and improve customer relationship outcomes. By completing this course, you will be able to analyze customer sentiment data, uncover actionable insights, and apply structured response procedures within CRM systems—skills that help strengthen relationships, boost satisfaction, and refine your engagement strategies. By the end of this 3-hour long course, you will be able to: Apply standard procedures to respond to customer comments and document interactions in a CRM. Analyze weekly sentiment data to derive key customer insights. This course is unique because it combines customer service best practices with data analytics, empowering you to turn customer feedback into measurable improvements and align engagement tactics with real-time sentiment trends. To be successful in this project, you should have: Basic social media knowledge Familiarity with CRM concepts Understanding of customer service principles Data analysis fundamental

Learners will master systematic customer engagement workflows including response crafting, SLA compliance, and CRM documentation practices essential for digital marketing professionals.

What's included

3 videos1 reading1 assignment

Learners will master systematic sentiment analysis workflows including data interpretation, trend identification, and actionable insight generation for strategic customer intelligence and team briefings.

What's included

3 videos1 reading3 assignments

3 videos Total 29 minutes

Sentiment Analysis Fundamentals for Digital Marketing 9 minutes
Weekly Reporting Best Practices for Sentiment Intelligence 10 minutes
Sentiment Analysis Workflow Implementation 10 minutes

1 reading Total 6 minutes

Sentiment Analysis Tools and Techniques for Marketing Teams 6 minutes

3 assignments Total 25 minutes

Weekly Sentiment Report Creation 12 minutes
Sentiment Analysis Knowledge Check 3 minutes
Comprehensive Sentiment Analysis Skills Evaluation 10 minutes

Instructor

Hurix Digital

Coursera

230 Courses 10,534 learners

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