blog

Roller coaster representing the ever-changing sentiment and emotions felt in 2020.

Mining for new year mindsets

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.

Couple in the background discussing the potential of buying a new house with the agent in the foreground filling out paperwork.

What mortgage lenders should know about their evolving customers

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.

Illustration of oversized measuring tape and pencil to show market researchers that they should be measuring customer feedback when planning experiences.

customer experience

Planning experiences with measurement as the foundation

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

A key driver analysis graph of performance on the x-axis and importance on the y-axis.

customer experience

Key driver analysis — mapping your way to increased customer satisfaction

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.

Thanksgiving table with turkey and assortment of side dishes

customer experience

An analytical approach to Thanksgiving meal planning

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?

Illustration of a man at the airport to show that taking a flight is a customer experience journey that includes multiple touch points.

customer experience

Breaking down customer conversations, building up customer experiences

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.

Chef flipping food as they cook in a commercial kitchen

Brand Renovation + Innovation

Deconstruction isn’t just for foodies

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.

Older male in a headset who is a utility call center agent using a case management system to better serve customers.

How utility call centers are digitizing the art of human touch

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?

Electric utility providers — are you ready?

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.

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