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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.

TURF graphic showing variations on a product line of chips and consumers' preferences which one will have the highest reach.

How to optimize a product line

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?

Illustration of an oversized computer screen when a check on one side and x on the other side of the screen to represent consumer comments.

Enriching customer conversations with artificial intelligence

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.

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