The typical market research study includes large sample sizes and lots of data points. A quantitative focus like this has its place, but usually not in usability testing.

Neuroscience tells us that every decision on the path-to-purchase involves emotion. Yet, emotions remain one of the hardest things to discern when it comes to what people say and do.

A journey map is a visualization tool that helps organizations identify and understand the experiences their customers are having with the company and find ways to improve them. Before beginning the journey map, we need to understand the current state of the company.

Although there's a fundamental difference between social monitoring and social listening, the terms are often used interchangeably. I'm even guilty of it myself.

In short, it's a story. When it comes to why people do what they do, there's almost always a story. Journey maps are about understanding and visualizing those stories.

"Won't they just get used to it?" There's always going to be a learning curve when interacting with a website or app the first few times — but it's risky to assume everyone will get over it.

Maybe because I miss the gym, or maybe just because we are inundated with media coverage of the pandemic, battling ropes also remind me of our own ongoing battle with the COVID-19 pandemic. Instead of a smooth and consistently increasing climb out of the doldrums, our recent spike in COVID-19 cases looks more like the undulating waves of battling ropes.

Following a few simple best practices when taking a survey will allow you to provide meaningful, valuable responses. Thoughtful survey feedback can help companies make informed business decisions to meet the needs of the consumers they serve.

The world of social media is not so far from the world of customer experience (CX). When done right, social listening can be a logical and valuable extension of your existing CX tracking program.