| Bellomy Market Intelligence

- customer experience
What's next? Ask your customers

COVID-19 has disrupted everything, and the reaction of most businesses has been to focus inwardly. Everything shifted to how companies can continue to function and planning for the future beyond the pandemic seems to be delayed until things return to normal. But an inward focus overlooks the pandemic customer experience — and how your customers can shape the future.
- customer experience
What is social monitoring?

At Bellomy, when we talk about social monitoring, we see it as fairly narrow in scope — focused on a company, brand, product, or campaign. At a high level, social media monitoring is used to assess and quantify the popularity of a brand or company. From our point-of-view social can do so much more than monitoring online conversations.
The commuter-less road ahead: reflections of the "New Normal"

For about three years, I have met five friends for breakfast before work each Tuesday. The last seven weeks, however, we were forced to abandon the in-person greasy spoon meetup for virtual Zoom-and-eggs gatherings.
- customer experience
Prioritizing employee experience and preparing for a "New Normal"

We've heard it for years now — a great employee experience leads to a great customer experience. But as your employees continue to take care of your customers during COVID-19, who will take care of your employees? Here's how going out of your way to support your team during this time can and will boost productivity, improve employee satisfaction, and increase loyalty.
- customer experience
How to calculate Net Promoter Score (and what to do next)

Measuring customer experience has always been a top priority for businesses. For decades, surveys have been a tried and true way for receiving feedback for services and products. Early forms of customer satisfaction surveys suffered from their length.
- research communities
Three tips for user testing moderators

As a usability testing moderator, you have a responsibility to your stakeholders to observe participant behavior and collect verbal feedback. But moderators also have a responsibility for managing the participant's experience and comfort during the session.
- customer experience
When to do user testing — a three phase approach

We often think of user experience (UX) testing as an accompaniment to design work. While that is certainly true, UX design and testing should be approached holistically. There are three phases in which UX research should be conducted — exploratory, design, and validation.
- customer experience
Using text analytics to find what you're missing in consumer comments

Do you extract the maximum value from the treasure trove of consumer comments you have? We believe that the best method for maximizing the value of text is by empowering humans with tools that enable effective mining and building frameworks and constructs that continuously build upon past successes.
- customer experience
Update on conducting market research during the COVID-19 pandemic

Since our original post on March 20 assessing survey response rates immediately after the COVID-19 travel ban, we've been closely following response rates and data impacts on several of our trackers, in both the utility and financial services spaces. Now, in Week 6 of the quarantine, we need to know if people have continued responding to survey invitations at the same rate.

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