First Analysis

The first thing I did was find Riddles Jewelry on Google Maps. Then I clicked the sort button under the reviews tab. I sorted the information to "highest ratings" category. Then I copied and pasted the reviews into ChatGPT along with the prompt: What are the customers most satisfied with based on the reviews? Below is what information came up from sorting the data through ChatGPT.

1. Exceptional Customer Service

This is mentioned in almost every review.

Customers consistently highlight:

• Friendly and welcoming staff
• Feeling valued and cared for
• Staff going “above and beyond”

2. Knowledgeable & Helpful Staff

Specific employees are repeatedly praised for:

• Explaining options clearly
• Educating customers (especially first-time buyers)
• Guiding decisions without pressure

3. Personalized Experience (Not Pushy)

Customers love that:

• Staff listen to their needs
• They don’t feel rushed or pressured
• Recommendations feel tailored

4. Custom Jewelry & Finding the “Perfect Ring”

A huge satisfaction point:

• Custom designs
• Ability to match vision exactly
• Helping customers find “the one”

5. Speed & Convenience

Customers are impressed by:

• Same-day repairs/resizing
• Fast turnaround times
• Smooth buying process (even over the phone)

6. Repairs & Ongoing Support

Not just sales—ongoing service matters a lot:

• Ring resizing
• Cleaning and restoration
• Fixing damage quickly

7. Working Within Budget (Without Sacrificing Quality)

Customers frequently mention:

• Finding options within their price range
• Feeling they got good value
• Staff helping balance budget + quality

8. Wide Selection & Options

Customers appreciate:

• Lots of styles to choose from
• Options for both men and women
• Ability to compare and explore

9. Friendly, Memorable Staff (Name Recognition)

Employees like:

• Jordan
• Shelly
• Mike
• Laura
• Jake

Are mentioned repeatedly by name.

10. Overall Experience (Emotional Impact)

Customers describe their experience as:

• “Fun”
• “Easy”
• “Stress-free”
• “Amazing”

Second Analysis

To further my Analysis I tried to find repeated words and how that correlates with a positive experience. I typed: Extract positive keywords from those reviews, and analyze the frequency and associations of these keywords into the text box. Below is the most shown keywords from the data given. 

Core Strengths

• Service / Customer Service (40+ mentions)
• Helpful (30+)
• Friendly (25+)
• Knowledgeable (20+)
• Great / Amazing / Excellent (40+)

Decision Drivers

• Perfect (ring / piece) (20+)
• Experience (25+)
• Professional (15+)
• Recommend (25+)
• Easy / Smooth (15+)

Trust Builders

• Custom / Design (12–15)
• Quality (10–15)
• Fast / Quick / Same day (10–15)
• Accommodating (10+)
• Patient / Listened (10+)

Value Perception

• Affordable / Good price / Budget (10+)
• Variety / Options (8–12)
• Repair / Resize / Fix (15+)
• Comfortable (8–10)
• Fun / Enjoyable (8–10)

Top 3 Drivers of Satisfaction:

1. Customer Service (friendly + helpful + knowledgeable)
2. Guided Buying Experience (not pushy, very supportive)
3. Outcome Confidence (finding the “perfect” piece)

Recommendation

After given the information for the most strong keywords I asked: What would be suggestions from the findings? It guided me what the brand should take pride in and use to their advantage. You can find the suggestions from ChatGPT down below. 

1. Make “Guided Experience” Your Core Marketing Message

Why:

Customers repeatedly highlight:

• Helpful
• Knowledgeable
• Not pushy

2. Feature Your Staff as the Brand

Why:

Specific employees (Jordan, Shelly, Mike, etc.) are mentioned constantly.

3. Build Content Around “Nervous First-Time Buyers”

Why:

Reviews show customers often:

• Feel overwhelmed
• Don’t know what they’re doing
• Need reassurance

4. Emphasize “Perfect Ring Within Your Budget”

Why:

Customers LOVE that staff:

• Work within budgets
• Still deliver quality

5. Promote Speed & Convenience More Aggressively

Why:

Customers are impressed by:

• Same-day service
• Fast repairs
• Smooth buying process

6. Lean Into Custom Jewelry as a Signature Offering

Why:

“Custom” and “perfect ring” show up together often.

7. Use Real Customer Language in Marketing

Why:

Reviews give you EXACT phrases customers use.

8. Highlight the “No Pressure” Environment

Why:

This shows up repeatedly and strongly influences decisions.

I used AI to generate the key take away from reviews on google maps (negative) for Riddles Jewelry. In this case, I am using ChatGPT as a marketing advantage tool. I will show you an in depth process I took including what prompts are used and information received. 

Like before, I found Riddles Jewelry on Google Maps. I went to the review section but this time I selected "lowest rating" to filter out the positive reviews. I then copied and pasted the sorted reviews into ChatGPTs text box. Along with this prompt: What are the customers least satisfied with based on the reviews? Below are the findings. 

1. Poor or Rude Customer Service

This is the most consistent complaint.

Customers mention:

• Being treated “coldly”
• Staff acting “rude” or “condescending”
• Feeling dismissed or judged

2. Feeling Unwelcome or Unvalued

Customers describe experiences where:

• Staff didn’t engage them
• Employees ignored them
• They felt like a burden

3. Inconsistent Service Experience

Some customers report great service… others report terrible service.

This inconsistency creates:

• Unpredictable experiences
• Loss of trust

4. Pressure to Buy

A smaller but important issue:

• Feeling pushed into a purchase
• Sales approach perceived as aggressive

5. Poor Craftsmanship / Repair Issues

Some serious complaints here:

• Uneven soldering
• Visible defects
• Rings damaged during repair

6. Post-Purchase Experience Drops

Some customers report:

• Good experience during purchase
• Worse treatment afterward

7. Lack of Attention / Engagement

Customers expect:

• Immediate acknowledgment
• Help without asking

Instead, some experienced:

• Staff doing nothing
• No proactive assistance

8. Tone & Attitude Issues

Not just what staff say—but how they say it.

Customers mention:

• Condescending tone
• Dismissive body language
• Lack of warmth

Second Analysis

To further my analysis I asked ChatGPT: Extract negative keywords from those reviews, and analyze the frequency and associations of these keywords. Below is the information generated.  

Core Problems

• Rude (6–8 mentions)
• Poor customer service / no service (8–10)
• Dismissive / condescending (5–7)
• Unfriendly / cold (5–7)

Experience Breakdowns

• Ignored / not helped (4–6)
• Pressure / pushy (3–5)
• Unwelcome / uncomfortable (4–6)
• Standoffish (3–4)

High Impact, Lower Frequency

• Poor craftsmanship (3–4)
• Damaged / ruined ring (2–3)
• Uneven / visible defects (2–3)

Process & Trust Issues

• Followed / suspicious treatment (1–2)
• Inconsistent service (implied across reviews)
• Post-purchase neglect (2–3)

Recommendation

To solve problems and find ways to better the experience for each customer it is important to gain information in a realistic perspective. With all this information generated I then asked ChatGPT: What would be suggestions from the findings? Below is the results. 

1. Standardize Customer Service

Problem:

• Rude, dismissive, inconsistent interactions
• Experience depends too much on the employee

Solution:

Create a non-negotiable service standard

What to implement:

• Every customer is greeted within 10 seconds
• Every interaction includes:
  • Eye contact
  • Smile
  • Friendly opener: “What brings you in today?”
• Train staff to avoid:
  • Talking down
  • Judging budgets
  • Ignoring customers

2. Train for Emotional Awareness

Problem:

Customers feel:

• Judged
• Uncomfortable
• Nervous

Solution:

Shift from salesperson → guide mindset

Training focus:

• First-time buyer empathy:
  • “A lot of people feel that way—I’ll walk you through it”
• Active listening:
  • Repeat back what the customer wants
• Tone control:
  • Friendly, not transactional

3. Eliminate “No Service” Moments

Problem:

Customers are being ignored—even when store is empty

Solution:

Adopt a “never ignore” rule

What to implement:

• Acknowledge immediately:
  • “Hi! I’ll be right with you”
• Assign responsibility:
  • One employee always “owns” the floor

4. Remove Sales Pressure Completely

Problem:

Some customers feel pushed → they leave

Solution:

Lean into your natural strength: no-pressure guidance

What to implement:

• Replace:
  • “Are you ready to buy?”
    with
  • “Want to explore some options?”
• Give customers space:
  • “Feel free to browse—I’m here when you need me”

5. Fix Experience Inconsistency

Problem:

Some employees create amazing experiences… others destroy them

Solution:

Create a repeatable experience system

What to implement:

• Mystery shopping program
• Customer feedback after visits
• Weekly staff coaching

6. Strengthen Repair & Quality Assurance

Problem:

• Complaints about damaged rings
• Poor craftsmanship

Solution:

Add quality control checkpoints

What to implement:

• Double-check all repairs before pickup
• Show customer the piece before finalizing
• Offer:
  • “If anything feels off, we’ll fix it immediately”

7. Improve Post-Purchase Experience

Problem:

Customers feel treated worse after buying

Solution:

Create a relationship-focused follow-up system

What to implement:

• After purchase:
  • Thank-you message
  • Follow-up check-in
• In-store:
  • Treat returning customers like VIPs

8. Eliminate “Suspicion-Based” Interactions

Problem:

Customer felt followed / mistrusted

Solution:

Train for discreet security + respectful behavior

What to implement:

• Never follow customers in a way that feels obvious
• Use neutral phrasing:
  • “Let me know if you need anything”

9. Actively Recover Bad Experiences

Problem:

Negative experiences lead to permanent loss

Solution:

Turn complaints into recovery opportunities

What to implement:

• Immediate escalation:
  • Manager steps in quickly
• Offer:
  • Redo service
  • Personal follow-up

10. Use Negative Feedback as Training Material

Problem:

Mistakes repeat if not addressed

Solution:

Use real reviews for internal improvement

What to implement:

• Review negative feedback in team meetings
• Ask:
  • “What went wrong?”
  • “How would we handle this better?”