category: customer experience

Market research moderator conducting a virtual focus group on a desktop computer.

customer experience

Using focus groups to uncover what makes a great customer experience

Great customer experience looks like what your customers want it to look like. We can only get that insight by listening to customers and probing them for a deeper understanding of what they want or need as they navigate their way through their customer journeys.

Illustration of customer journey through awareness, consideration, decision, retention, and advocacy stages.

How to improve customer experience using journey mapping

Every day, customers embark on multiple journeys. How customers experience and navigate their journey often impacts whether or not they ultimately decide to engage your brand. Improving the touchpoints that make up customer journeys can only mean one thing — improving the customer experience.

Colorful word cloud in the shape of a speech bubble.

Using text analytics to create a unique customer experience

It can be intimidating to gather and analyze customer comments. From surveys, to emails, and social media posts, a lot of data exists, and – thanks to modern text analytics tools – we can effectively unlock the powerful trends hidden within that data.

Blurred computer screen showing participants in a virtual focus group for market research purposes.

How to pick the right virtual focus group platform

Virtual focus groups are a vehicle for gaining qualitative insights into target audiences as respondents participate through the comfort and ease of their own devices. While such sessions are often more convenient for participants, there are several differences to address when compared to traditional, in-person, focus groups.

Woman in a yellow and white shirt reviewing market research data to uncover actionable insights

customer experience

Finding value in unexpected market research insights

As researchers, we know some aspects of studies are out of our control. We never know how respondents will answer, and sometimes their insights don’t give us straightforward solutions or suggest changes to products or services that don’t seem feasible. While you may not get the answers you originally set out to find, when you think creatively, all insights are valuable.

Focus group discussing the next big idea.

Is the focus group dead?

Some modern researchers have argued in favor of abandoning consumer research and instead relying solely on intuition in the quest for innovation, claiming that consumers don’t know what they want. Do focus groups make sense for today’s (or tomorrow’s) research?

A pair of hands cutting down a basketball net during a championship celebration.

customer experience

Maximizing customer lifetime value through the lens of March Madness

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.

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.