Competitor listening: learning from their complaints
Everything customers publicly say about your competitors is available to you, and almost nobody reads it systematically. It is the cheapest market research in existence.
What their negative reviews give you
Recurring complaints about a rival are a map of switchable customers and the exact words to win them. If their reviews repeatedly say "impossible to get hold of", your marketing should prove responsiveness, and your sales conversations should let prospects discover the contrast themselves. You are not naming the rival; you are answering the market's known anxiety.
What their positive reviews give you
A roadmap of what the market rewards. If customers consistently praise their booking system or their follow-up calls, that is a feature the category has learned to expect. Copying strengths is not flattery; it is table stakes maintenance.
The signals worth tracking monthly
- Their review velocity: a surge suggests a push or a price change; a stall suggests trouble
- New complaint themes: an emerging weakness is a sales window
- Their response behaviour: silence from them makes your responsiveness cheaper to demonstrate
- Share of voice: your mention count against theirs, trended
The rules
Stay ethical and legal: read public material, never pose as a customer to extract information, never brief against rivals by name in public. The goal is not to attack them. It is to let their customers' words shape your offer until switching feels obvious.
MyView watches every mention of your brand and tells you what needs a reply.
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