Improving customer satisfaction comes down to figuring out what the customer is experiencing, what they care about, and how you’re going to address it.
Net Promoter Score® is a tried and true metric for quantifying customer loyalty, but understanding what drives customer loyalty is often the more impactful insight.
With endless possibilities of Thanksgiving Day sides and plates (and stomachs) that are only so big, there’s bound to be some decision-making on Thursday. Turkey is a staple, but what else should you prepare?
Moving homes. Paying bills. Flying home. Each of these journeys opens the door to improving customer experiences and, ultimately, maximizing customer lifetime value. The key to unlocking that door, however, starts with reaching out for feedback from your customers.
While I’d like to say I’ve been 100% productive during the pandemic, my wife and I have used some of our downtime to catch up on eight of the 17 seasons of the cooking competition show Top Chef. Here's what I've learned.
When you think of your company's call center, your first thought is of the cutting-edge technology they are using to improve the customer experiences...right?
Bellomy’s National Utility Study, fielding since 2012, was designed to keep a pulse on upcoming trends and opportunities within the utility industry. It’s a flexible study that tracks national and regional satisfaction with utility providers and focuses on hot topics in the industry.
When developing a new product line or evaluating whether it might be time to adjust an existing one, you want to get a sense of how well each combination of products might perform in front of consumers and how profitable each could be. But how do you predict measurements as obscure as reach or as uncertain as profitability?
