Social Listening, also called VOC (Voice of the Customer), is the process of picking up the honest opinions of your content’s end users. On social media channels like Twitter, our company picks up not only negative opinions and claims, but also positive ones, like ideas for improvement.
To break it down, first, we listen to what the client wants to know. This could be specific games, events from games, or newly added items, characters, or maps. We suggest keywords relevant to the content, and then both us and the customer investigates them. After that, we gather the opinions of people who’ve used those keywords on social media. We separate them into positive, neutral, and negative, and then after an analysis unique to the content, submit a final report.
Why? Because the voice of the customer is a gold mine. The client then uses the report to create the next in-game event, DLC, or even sequels. This is a service we are particularly good at providing as a company with a staff full of both native and international gamers.
The cost and time required for game development is growing all the time, and there’s a limit to a user’s wallet. We want users to get as much enjoyment as possible out of a game for as long as possible. Many game publishers are of that mindset these days, and the need for social listening is growing rapidly, with the same being true for customer support and community management.
What can be done about sales being sluggish in certain regions? High user turnover? What would users enjoy for the next event? Those are the sorts of questions our social listening service answers. This service is available not just in Japanese, but in multiple other languages as well, so feel free to contact us anytime.
What’s been popular amongst our staff recently is not Social Listening (VOC), but rather ROC. Not Return On Capital, but Reaction of Customers (neologism).
You’ve probably seen videos like “So and so reacts to ______” on Youtube. Recently on in Japan we’ve seen things like “Americans React to Kimetsu no Yaiba,” and “Jujutsu Kaisen.” These videos are set up similar to Zoom meetings, with the content played in the middle screen, and overseas viewers shown all around it.
An American father and daughter crying over the bonds of the Kamado family, a Spanish girl infatuated with the disconnect between Agatsuma Zenitsu’s looks and personality, and a French girl dancing frantically at the sight of Gojo Satoru’s face… it never gets old.
At the same time, it only makes clearer the potential and future of Japanese media. If you have questions regarding the international expansion of content that overseas users will go crazy for, contact our experienced company anytime at:
In addition, if you have any requests for future articles, we always welcome your input.