“I started using Instacart here. Been pretty fantastic. When I used to go into the store it was always clean and the staff was always friendly.” What happens when an entire generation of shoppers has no direct contact with a brand or store?

As an organization or brand, your immediate goal is to survive and advance, but the ultimate goal is to be the last one standing. Seeing customer experience management through the lens of March Madness shows us that every touchpoint counts toward being the one to cut down the nets.

Acting with empathy can increase sales, loyalty, and referrals, yet some companies don't keep a pulse on how well they treat customers and prospects.

Making meaningful discoveries from unstructured data is not out-of-reach. Bellomy’s text analytics platform offers insights teams access to advanced NLP and AI tools.

With COVID restrictions still in place and almost a year of staying at home with our significant others, planning a romantic date night may feel like an arduous (and maybe unnecessary) undertaking. We’ve done the hard work of planning for you — using a conjoint study and SmartLab, our proprietary panel.

Ask 742 people how they felt about 2020 and their outlook on 2021, and you’ll get 742 different answers. We brought the data into Bellomy’s Text Analytics platform and used our emotions AI, modeled after psychologist Robert Plutchik’s Wheel of Emotions, to examine the subtleties among these experiences.

Home sales have been on the rise over the past year, and those sales and loans are not expected to slow any time soon. Our research shows that two-thirds of the population have not bought a new home, financed, or renovated this year. Combined with interest rates hovering around all-time lows, there’s a good chance it could be in many of their futures.

When the feedback touchpoint isn’t a pillar of the overall customer experience, it shows.

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.