customer experience

Researchers and customer experience analysts need to mine this valuable resource effectively and responsibly to improve their business, identify strengths and weaknesses, and take corrective action where needed.

It's a common belief that the death knell has been sounding for years to announce that the traditional bank branch has outlived its usefulness — and the COVID-19 impact has simply accelerated that sentiment.

That pop-up when you land on a website’s homepage that asks, “How can I help you today?” isn’t so surprising anymore and is becoming a more significant part of the digital experience.

Given the broad range of sentiments and ebbing intensity levels, navigating through emotions can get overwhelming. What's a researcher to do?

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.

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.

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.

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.

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.