category: customer experience

Reviews on phone with word bubbles around it

Social media listening for customer experience

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.

A woman wearing a mask picking up curbside take out from a restaurant during the COVID-19 pandemic

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.

young man taking a picture of his coffee for social media

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.

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.

graphic that explains how to calculate NPS

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.

team planning a digital user experience on a tablet

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.

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.

analyzing market research on iPad during COVID-19

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.

working on a laptop with a megaphone coming out of the screen

Two-way communication with consumers during a crisis

Being able to connect, communicate, and listen to your customers during the next crisis isn’t just a blessing — it’s a strategic imperative. During a time of crisis — pandemic or otherwise — responsible companies have public relations teams that leap into action to implement a prepared crisis communication plan. Many of us have received these messages. We may have sent some out ourselves. I know I have, on both counts.